Technical Support Representative - REMOTE

#LI-DP2

#boost2025

Gordian Staffing, A New Way of HR

We focus on helping small and medium-sized enterprises in the United States and Canada to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets.

About our client:

The largest privately owned homeowner association management company in the West, their goal is to tailor their resources and services to the needs of their clients' communities, enabling them to live the moments that matter in the best possible way.

We're looking for a Technical Support Representative to be responsible for the following activities:

• Serve as the initial point of contact for support requests via phone, email, and ticketing system.
• Create, categorize, and prioritize tickets accurately based on service level agreements (SLAs) and business impact.
• Dispatch and assign tickets to the appropriate technicians or support teams.
• Communicate status updates to end users and internal technicians.
• Review incomplete or missing information and follow up with requestors as needed.
• Maintain detailed documentation within the ticketing system.
• Assist with basic troubleshooting or information gathering when appropriate.

Schedule:

Monday to Friday

• Regular Schedule: 11:00 a.m. to 8:00 p.m. Mexico City time
• Daylight Savings: 10:00 a.m. to 7:00 p.m. Mexico City time

This position is remote, but you'll need to visit our offices in CDMX or GDL on the first day.

We Offer:

• Competitive Salary (according to prior experience and skill set).
• Remote Work and equipment (Laptop, Monitor, and Headset).
• 12 days of Vacation at the year mark.
• 25% Vacation Bonus.
• 30-Day Aguinaldo.
• Mayor Medical Insurance.

After the first 3 months:

• Minor Medical Insurance.
• Life Insurance.
• Food Vouchers (10% of monthly gross salary).
• Restaurant Tickets.
• Savings Fund (8% of monthly gross salary).