Associate Tech Support Specialist

Solera, Inc.

Associate Technical Support Specialist providing Tier 1 technical support for software and hardware applications in Mexico with responsibilities in troubleshooting and customer guidance.

Posted 5/22/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provide phone, email, and ticket-based technical support for software, hardware, and mobile applications.
Troubleshoot and resolve customer issues using standard processes and troubleshooting methodologies.
Analyze issues of moderate complexity and develop effective solutions aligned with support guidelines.
Document all cases, actions, and resolutions accurately in CRM or ticketing systems.
Prioritize, manage, and close assigned cases within defined service levels.
Escalate unresolved issues or system defects to Tier 2 support with proper documentation.
Identify recurring issues and report trends related to software or hardware performance.
Assist customers with system configuration, setup, and proper application usage.
Collaborate with internal teams to resolve cross-functional technical issues.

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Systems, or related field is preferred.
1 to 2 years of experience in technical support, IT support, or customer service.
Basic knowledge of operating systems, software applications, and troubleshooting processes.
Familiarity with databases and general system architecture concepts is a plus.
Experience with CRM or ticketing systems is preferred.
Strong written and verbal communication skills.
Ability to follow defined processes and apply logical problem-solving.
Strong organizational and time management skills.
Ability to manage multiple tasks in a fast-paced environment.
Detail oriented with sound judgment and decision-making ability.
Fluent in English.

Benefits

Comp & perks

24/7 operations through flexible scheduling when required
Customer guidance on best practices for system and mobile platform usage

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingsystem configurationsoftware applicationsoperating systemsdatabasessystem architectureproblem-solvingcase managementservice level management

Soft Skills

communication skillsorganizational skillstime managementdetail orientedjudgmentdecision-makingability to manage multiple taskscollaborationcustomer servicelogical thinking

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Information Systems