Tier 1 Technical Support Agent at Resolv.Global

Mérida, Yucatán, Mexico -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

5.5

Posted On

11 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Customer Support, Problem Solving, English Communication, Documentation, Time Management, Remote Work, Windows 11, Microsoft Teams, Office 365

Industry

Outsourcing and Offshoring Consulting

Description

Join a Growing Technical Support Team We are seeking detail-oriented, reliable, and technically minded Tier 1 Technical Support Agents to join a growing remote support team serving customers across North America. This is an excellent opportunity for individuals who enjoy troubleshooting, solving problems, and helping customers navigate technical issues while delivering a professional support experience. Success in this role requires strong communication skills, a structured approach to problem-solving, and the ability to accurately document customer interactions while following established processes and procedures. If you have a stable work history, enjoy working in a fast-paced support environment, and take pride in delivering accurate and consistent work, we would love to hear from you. What You'll Be Doing Serve as the first point of contact for customer technical support inquiries Troubleshoot and resolve basic technical issues using established processes and documentation Gather information and accurately diagnose customer concerns Document customer interactions thoroughly and accurately within company systems Escalate complex issues to higher-level support teams when appropriate Follow troubleshooting workflows and support procedures consistently Communicate clearly and professionally with customers across multiple channels Navigate multiple systems and applications simultaneously Maintain productivity, quality, and service standards Contribute to a positive customer experience while ensuring accurate issue resolution Compensation & Contract USD $5.50 per hour Paid weekly Independent Contractor Remote Work Environment Requirements To be successful in this role, candidates must have: A dedicated, professional workspace free from distractions Reliable high-speed, wired internet connection Ability to work independently without direct supervision Consistent availability during scheduled working hours Technical Requirements (Essential) To be considered, candidates must meet all technical requirements below: Windows 11 PC (Mac devices are not supported) Minimum 16 GB RAM Dual monitor setup Webcam Fibre internet connection with a wired Ethernet connection Backup power solution Microsoft Teams and Office 365 Applications that do not meet the minimum technical requirements may not move forward in the process. Hiring Process To ensure a fair and consistent evaluation process, all applicants must complete each stage of the hiring process: Application Form Prescreen Questionnaire Typing Assessment Video Interview Live interview Final Interview Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for this position. Requirements What We're Looking For Previous experience in technical support, help desk, customer support, or a related role Strong troubleshooting and problem-solving abilities Excellent English written and verbal communication skills Strong attention to detail and documentation accuracy Ability to follow established procedures and workflows Strong organizational and time management skills Reliable attendance and dependability Ability to work independently in a remote environment Stable employment history with demonstrated commitment to previous roles Comfortable learning new systems and technologies Previous remote work experience Located in Mexico What Success Looks Like The strongest candidates will be: Highly reliable and dependable Comfortable troubleshooting technical issues Detail-oriented and process-driven Strong communicators Fast and accurate when documenting information Able to remain calm and professional while resolving customer concerns Committed to delivering consistent, high-quality support

Responsibilities

Serve as the first point of contact for technical inquiries, troubleshooting and resolving basic issues using established workflows. Document all customer interactions accurately and escalate complex problems to higher-level support teams.