Simera Looking for Tier 2 Tech Support Specialist MX (Remote) at Ciudad de México, México Full Time

Simera is a global employment company that connects top talent with remote work opportunities offered by its network of US-based clients. Our technology creates talent profiles for job seekers based on their skills, work history, and education. Our talent consultants meet with each qualified candidate to understand their career goals and salary requirements so that we can find the right match.

Summary:

The Tier 2 Tech Support position provides advanced technical support to customers who have been escalated from the Tier 1 team. This role involves troubleshooting and resolving complex technical issues related to hardware, software, and networking, as well as identifying and resolving underlying issues that contribute to the problem. The Tier 2 Tech Support will work closely with the customer and other teams to provide a resolution in a timely manner.

Key Responsibilities

• Respond to customer inquiries escalated from the Tier 1 team
• Troubleshoot and diagnose complex technical issues related to hardware, software, and networking
• Identify and resolve underlying issues that contribute to the problem
• Provide solutions to customer issues and follow up to ensure resolution
• Escalate complex issues to higher-level support teams as needed
• Document customer interactions and resolutions in a ticketing system
• Maintain a high level of customer service and professionalism at all times

Qualifications

• High school diploma or equivalent
• C1/C2 English
• 2-3 years of experience in technical support or a related field
• Strong verbal and written communication skills
• Advanced knowledge of hardware, software, and networking concepts
• Ability to troubleshoot and diagnose complex technical issues
• Strong customer service skills
• Experience in a Tier 1 Tech Support role is preferred
• Certifications in relevant technology is a plus.