Overview
Tier 1 Technical Support Agent Jobs in Greater Pachuca de Soto Area at Resolv Global
Title: Tier 1 Technical Support Agent
Company: Resolv Global
Location: Greater Pachuca de Soto Area
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
