Back to SearchJunior Support Specialist
Hybrid in Mexico: Guadalajara
Support.Users, Communication
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We are seeking a Junior Support Specialist to provide responsive end-user support and act as a single point of contact for client requests across supported applications and systems. You will triage and resolve incidents using ITIL-aligned practices, maintain clear communication, and help improve support knowledge; apply now to join the team.
Responsibilities
- Register tickets and classify requests according to established support processes
- Perform initial triage and resolve incidents or escalate to higher support levels when needed
- Process alerts, emails, and phone calls and respond within agreed timelines
- Analyze issues and complete diagnosis to identify the best path to resolution
- Monitor application health checks and provide operational support
- Communicate proactively with users and stakeholders on status, next steps, and expected resolution times
- Identify knowledge base gaps and update articles to improve self-service and future resolutions
- Assist with reporting and support metrics as requested
- Conduct ticket quality checks and contribute to continuous improvement actions
- Participate in support process reviews and attend internal team meetings
Requirements
- Support experience 1+ years in user support, service desk, or a similar role
- Strong communication skills with professional phone etiquette
- Teamwork mindset and ability to collaborate effectively with others
- Personal accountability and ownership of assigned tickets
- Analytical skills to research issues, diagnose root causes, and propose solutions
- MS Windows knowledge at intermediate level or higher
- MS Office Suite knowledge at intermediate level or higher
- Schedule flexibility for non-standard shifts including weekends, holidays, and mornings/evenings
- Hybrid work readiness for an in-office schedule when applicable
- English proficiency B2 (Upper-Intermediate) with strong spoken and written communication
Nice to have
- Previous experience in client support and/or technical support
- ITIL knowledge
- Basic networking concepts knowledge
- Cloud platforms awareness
- ITSM tools usage experience