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Job Title: Remote Help Desk Technical Support Tier 1 (Independent Contractor - Mexico Only)

Job Type: Independent Contractor | Remote Work

Salary: MX$ 126.00 per hour

Location: Mexico (Remote Only)

Work from Home as an Independent Contractor!

Tyme Global is looking for an experienced Tier 1 Technical Support Specialists to provide high-quality customer and technical support. As the first point of contact for clients, you will troubleshoot issues, resolve support tickets, and ensure a seamless user experience.

This opportunity is ideal for candidates with prior experience in technical support, strong problem solving skills, and excellent communication abilities, preferably with Tier 2 experience, who are available to start immediately.

Key Responsibilities:

• Ticket Resolution: Troubleshoot and resolve tickets via live chat and telephone support.
• Interface Error Support: Assist in resolving interface-related errors and provide guidance to users.
• Technical Communication: Effectively explain technical information in a clear, understandable way to users of all skill levels.
• Issue Replication: Respond to client requests, replicate, and troubleshoot any reported issues.
• Client Assistance: Proactively find ways to help customers maximize their use of the system and get the best experience.
• Feedback Provision: Provide feedback to system teams for analysis and improvement to enhance the customer experience.
• First-Contact Resolution: Aim to resolve tickets during the first interaction to minimize escalations.
• Client Guidance: Offer continuous support and guidance to clients on software usage and updates by keeping up-to-date with the software’s functionality and its impact on users.
• Documentation: Accurately document client concerns and the solutions provided using Zoho or a similar system.
• De-escalation: Attempt to de-escalate issues before escalating them to Tier 2 support.
• Escalation Protocol: Escalate unresolved issues according to the proper protocol, ensuring clear and precise documentation.
• Issue Categorization: When escalating, categorize issues appropriately within the software to ensure the Client Experience Team can respond promptly.

This Role is Ideal If:

• You are based in Mexico and looking for a fully remote role.
• You have 2 years of experience in IT support or help desk.
• You have Tier 2 experience.
• You have the ability to explain technical information clearly to non-technical users.
• You are experienced in using ticketing/help desk systems (Zoho, Freshdesk, or ServiceNow).
• You have strong problem-solving and critical-thinking skills.
• You demonstrate advanced proficiency in both spoken and written English, aligned with international standards (C1–C2 level).
• You are able to multi-task and work efficiently under pressure.
• You have a flexible schedule, including availability for shift work.

Independent Contractor Requirements:

• Responsible for own taxes
• Responsible for own equipment and costs

Technical Requirements:

• Reliable desktop/laptop(Windows 10 or higher - Intel i5 or AMD Ryzen 5, 8GB RAM)
• Stable fibre internet line(Minimum 20 Mbs upload and download, latency under 250ms)
• Noise-cancelling USB headset for clear communication.
• Second external screen
• Quiet, dedicated workspace for professional remote work.
• Power backup during power cuts.

Why Work With Us?

• 100% remote- work from the comfort of your home
• Training provided
• MX$ 126.00 per hour

How to Apply:

• If you meet the requirements and you are looking for an opportunity to apply your technical support experience, apply now at: https://www.tymeglobal.com/careers/

Important: All applicants will be required to complete an online assessment via TestGorilla. Only candidates who meet the assessment criteria will be contacted for further steps.

Job Type: Contract

Pay: $126.00 per hour

Expected hours: 45 per week

Work Location: Remote