Technical Support Representative

Description

Job Summary: Mendes Accounting & Business Services Chile SpA is seeking a Technical Support Representative with a strong customer service orientation, interest in technology, and excellent organizational skills to provide first-line technical assistance to customers and users. Key Highlights: 1. First-line technical assistance to customers and users 2. Resolution of routine issues and escalation of complex incidents 3. Collaboration with internal teams for effective technical support Job Summary **Mendes Accounting \& Business Services Chile SpA** is seeking a ***Technical Support Representative*** with a strong customer service orientation, interest in technology, and excellent organizational skills to join our team in Puente Alto. As a Technical Support Representative, you will deliver first-line technical assistance to customers and users via phone, email, chat, ticketing systems, and authorized digital channels. You will resolve routine software, account, connectivity, application, and device issues; accurately document incidents; guide users through approved troubleshooting procedures; monitor open cases; and escalate complex technical issues to experienced IT teams or specialists. You will work closely with Customer Service, IT Support, Digital Operations, Systems, Administration, and Business Services teams to deliver effective and professional technical support. This position is ideal for recent graduates and early-career professionals interested in technical support, IT support, help desk, customer service, information systems, or technology-based business services. Responsibilities: Provide first-line technical assistance to customers and users. Respond to support requests via phone, email, chat, and authorized digital channels. Receive and document technical incidents. Create and update support tickets. Identify reported issues using structured questioning. Resolve routine software and application issues. Assist with basic Windows issues. Provide support for routine Microsoft Office and Microsoft 365\ issues. Assist with email and Outlook issues. Provide support for basic account and password issues. Assist users with authorized password reset procedures. Resolve basic login and access issues. Assist with basic browser and web application issues. Provide basic support for navigating digital platforms. Assist with software installation issues when authorized. Resolve routine printer and peripheral issues. Assist with basic internet, LAN, and Wi\-Fi connectivity issues. Perform basic connectivity checks. Guide customers through authorized troubleshooting steps. Use remote support tools when authorized. Maintain accurate case notes and troubleshooting records. Monitor open incidents and service requests. Follow up with users on unresolved cases. Confirm resolution of routine issues. Escalate complex incidents to specialized teams. Coordinate technical issues with internal IT teams. Maintain technical and customer information in approved systems. Help identify recurring issues. Update basic technical support documentation. Contribute to FAQs and knowledge base articles. Maintain support records in Microsoft Excel or Google Sheets. Assist with response time and resolution time reporting. Support monitoring of ticket volume, SLAs, and service quality. Follow cybersecurity and information security procedures. Protect customer credentials and confidential information. Support continuous improvement of technical support processes. Requirements: Completed secondary education or equivalent qualification. Technical or professional studies in Information Technology, Computer Science, Technical Support, Networking, Systems Administration, Telecommunications, Business Technology, or related fields are preferred. Approximately 0\-1 year of relevant experience. Prior professional technical support experience is not mandatory. Recent graduates are strongly encouraged to apply. Relevant internships, technical training, academic labs, and personal technology projects will be considered. Basic Windows troubleshooting knowledge. Familiarity with Microsoft Office or Microsoft 365\. Basic knowledge of computer hardware and peripherals. Basic knowledge of internet, LAN, and Wi\-Fi. Basic TCP/IP knowledge is preferred but not required. Comfort working with web applications and digital platforms. Knowledge of incident management/help desk systems is preferred but not mandatory. Knowledge of Active Directory or Microsoft Entra ID is preferred but not mandatory. Basic cybersecurity knowledge. Strong customer orientation. Good verbal and written communication skills. Excellent problem-solving skills. High attention to detail. Ability to explain technical instructions to non-technical users. Ability to accurately document technical incidents. Ability to manage multiple support requests. Ability to identify issues requiring escalation. Willingness to learn new applications and technologies. Why Work With Us? Gain hands-on experience in technical support. Develop Windows and Microsoft 365\ troubleshooting skills. Gain experience with help desk and incident management systems. Develop professional customer service skills. Learn structured incident management processes. Strengthen software and application troubleshooting skills. Build foundational networking knowledge. Become familiar with remote support tools. Learn account and access support processes. Develop technical documentation skills. Gain experience with SLAs and support performance monitoring. Strengthen cybersecurity knowledge. Work alongside IT, customer service, digital, and business professionals. Build a professional career path leading to roles such as Technical Support Specialist, IT Support Technician, Help Desk Analyst, IT Support Engineer, Systems Support Technician, Network Support Technician, or Technical Support Team Lead. Salary: $600\.000 \- $850\.000 per month Work Location: On-site employment