**POSITION OBJECTIVE** Serve as the first point of contact for users seeking technical assistance. The primary responsibility is to receive, document, and address service requests and low-complexity inquiries using a knowledge base and ticketing management tools. This role is crucial in ensuring a positive and efficient user experience. Additionally, responsible for validating that installed technologies function correctly from the day of installation or review. **RESPONSIBILITIES** * **Request Management:** Receive and log service requests through multiple channels such as phone, email, chat, and service portal. * **Escalation:** Effectively escalate incidents that cannot be resolved at Level 1, ensuring all relevant information is properly documented. * **Service Request Handling:** Process and complete service requests such as password resets, user account setups, and software requests. * **Communication:** Keep users informed about the status of their tickets and provide clear, empathetic communication. * **Technology Validation:** Validate the functionality of various installed technologies. **KEY STRENGTHS** * Excellent customer service skills. * Service-oriented attitude. * Proactive. **SKILLS AND COMPETENCIES** * Problem-solving. * Communication. * Stress management. * Empathy. * Organized. * Teamwork. **PROFESSIONAL KNOWLEDGE AND EDUCATION** * **Education:** Bachelor's degree or Engineering in Information Technology, Computer Systems, Mechatronics, Electronics, or related field. **REQUIREMENTS** * **Experience:** More than 6 months in a technical support, call center, or similar role. * **Language:** Basic to intermediate English (desirable). **DEMOGRAPHIC PROFILE** * Torreón, Coahuila. **WE OFFER** * Savings fund. * Major medical expense insurance. * Grocery vouchers. * Year-end bonus equivalent to 30 days. **SCHEDULE:** Monday to Friday from 9:00 AM to 6:00 PM; Saturday or Sunday, 5 consecutive hours worked. **Work model:** Home Office Employment type: Full-time Salary: Starting at $10,500.00 per month Work location: hybrid remote at 27250, Residencial Campestre la Rosita, Coah.