**About us**We're leading the change in retail, a natively integrated omnichannel solution, with an industry-leading order management system. From point of sale, to inventory management We have a solution for every single element of your business, with centralized analytics you will always know where your business stands. We're supported by 30 years of industry experience and a service-focused approach trusted by some of the largest retailers in the world.**Goal**To be the primary point of success with clients and resellers concerning technical issues through superior communication (quality and speed) and by rapidly addressing problems/Issues and competently resolving them to client satisfaction.**Duties and responsibilities**- Take calls from clients and answer questions to solve problems- Use BOMGAR remote viewing software to take client-server requests- Use Jira ticketing systems to take, manage, and solve support tickets for clients- Work collaboratively with other Tier 1 Support Representatives- Escalate issues and work collaboratively with Tier 2 and Tier 3 personnel- Log all time for tasks, tickets and projects worked on during the day- Log all software issues in the quality assurance database and follow up accordingly**This role is a good fit if you bring**- 3 years of previous experience as **Help Desk**, **Tech Support** or **Service Desk**.- **Advanced English level **(non-negotiable)- Leverage proficiency with **SQL**, **Excel **and other data tools to drive analysis.- Familiarity with Retail POS, CRM, Sales Audit, Stock Audit, and ERP systems is a plus.- Familiarity with backend retail system Architecture is a plus.**Acerca de la contratación**- **Zona de trabajo: Colonia Jurica en Querétaro**:- Jornada laboral de **lunes a viernes**:- Después del 4° mes se asigna algún horario: 9:00 a.M. a 5:00 p.M, 12:00 p.M. a 8:00 p.M. o 4:00 p.M. a 12:00 a.M.- Periodo de evaluación de 90 días- Prestaciones de ley- Aguinaldo de 30 días de sueldo- Seguro de Gastos Médicos Mayores (A partir del 4° mes)- Seguro de vida (A partir del 4° mes)Tipo de puesto: Tiempo completoSueldo: $24,000.00 - $28,000.00 al mesBeneficios:- Seguro de gastos médicos- Seguro de vida- Trabajo desde casaTipo de jornada:- Turno de 8 horasExperiência:- Soporte técnico: 3 años (Deseable)Idioma:- Inglés avanzado (Obligatorio)Lugar de trabajo: Empleo presencial