Technical Support (Centro)

Technical Support

Guadalajara, Mexico

Technical Support Troubleshoot and resolve issues that have been escalated from the Helpdesk.

Incident Management: RTrack and document issues: Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).

Escalate issues: If unable to resolve, escalated complex issues to higher-level support or specialized teams (e.g., engineers or developers).

Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to confirm their problems have been resolved.

System Monitoring & Maintenance Monitor system performance: Keep an eye on system performance and reliability, ensuring systems are functioning optimally.

User Training and Documentation Create documentation: Develop user guides, knowledge base articles, FAQs, and other documentation to help users self‑service common issues.