1546 Customer Care Representative Tier 1

Pantepec - Mexico

Monthly Salary: MXN 1700 - 1700

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

We are seeking a Customer Care Representative Tier I to provide high-quality frontline technical support to residential customers. This role focuses on home networking and wireless connectivity troubleshooting (not traditional IT support such as PC repair or servers). The ideal candidate combines strong technical fundamentals with excellent customer service skills.

Key Responsibilities:

Provide first-line technical support for wireless connectivity home routers routing limitations radio equipment and password-related issues.
Handle inbound and outbound support via phone chat and email.
Perform basic diagnostics on Wi-Fi routing and network connectivity issues.
Remotely configure and support customer premise equipment (CPE).
Monitor service performance indicators and proactively open work orders when needed.
Resolve common issues on first contact whenever possible.
Escalate complex cases to Tier II with thorough documentation.
Maintain accurate and detailed ticket notes throughout the resolution process.

Requisitos

Requirements:

13 years of experience in a customer-facing technical support role.
Strong understanding of basic networking concepts (Wi-Fi behavior Ethernet router fundamentals wireless troubleshooting).
Ability to remotely configure and support home networking devices.
Excellent verbal and written communication skills.
Strong technical acumen with the ability to explain technical concepts in non-technical terms.
Customer-focused mindset with patience empathy and active listening skills.
Availability to work MondayFriday 8:00 AM 5:00 PM MST (flexibility for occasional weekends/holidays may be required).
English level C1 required.

Modality: Remote

Required Skills:

510 years of professional software development experience. Strong expertise in JavaScript and Express. Solid experience with MongoDB (schema design and performance tuning). Proven mastery of AI-assisted coding tools (Claude Code Cursor or similar). Experience working with AWS (Lambda Elastic Beanstalk S3 SES Terraform). Experience integrating LLMs using JavaScript or Python (e.g. LangChain). Familiarity with agentic workflows and AI-driven automation. Strong DevOps knowledge (Linux nginx Git CI/CD). Experience building and maintaining GitHub Actions CI/CD pipelines. Ability to work independently and communicate effectively across time zones. Nice to Have: Front-end experience with React. Experience integrating third-party APIs. Broader cloud architecture and infrastructure automation experience.

Key Responsibilities:

Provide first-line technical support for wireless connectivity home routers routing limitations radio equipment and password-related issues.
Handle inbound and outbound support via phone chat and email.
Perform basic diagnostics on Wi-Fi routing and network connectivity issues.
Remotely configure and support customer premise equipment (CPE).
Monitor service performance indicators and proactively open work orders when needed.
Resolve common issues on first contact whenever possible.
Escalate complex cases to Tier II with thorough documentation.
Maintain accurate and detailed ticket notes throughout the resolution process.

Requisitos

Requirements:

13 years of experience in a customer-facing technical support role.
Strong understanding of basic networking concepts (Wi-Fi behavior Ethernet router fundamentals wireless troubleshooting).
Ability to remotely configure and support home networking devices.
Excellent verbal and written communication skills.
Strong technical acumen with the ability to explain technical concepts in non-technical terms.
Customer-focused mindset with patience empathy and active listening skills.
Availability to work MondayFriday 8:00 AM 5:00 PM MST (flexibility for occasional weekends/holidays may be required).
English level C1 required.

Modality: Remote

Required Skills: