Help Desk

About the role

As a Help Desk professional at Bamboohr, you will play a crucial role in ensuring that our customers receive top-notch support for our innovative payment solutions. You will be the first point of contact for users experiencing technical difficulties or requiring assistance with our services. Your expertise will help streamline operations and enhance user satisfaction, making you an essential part of our team in Benito Juarez, CDMX. This position is full-time, allowing you to immerse yourself in our dynamic work environment and contribute to our mission of simplifying payment processes.

Key facts

What you'll do

• Serve as the primary support contact for customers, addressing inquiries and resolving issues related to Bamboohr's payment solutions.
• Troubleshoot hardware and software problems, providing effective solutions in a timely manner to minimize downtime for users.
• Document all support interactions in our ticketing system, ensuring accurate records of issues and resolutions for future reference.
• Collaborate with cross-functional teams, including development and product management, to escalate and resolve complex technical issues.
• Conduct training sessions for users to enhance their understanding of our products and services, ensuring they can them effectively.
• Monitor system performance and user feedback to identify areas for improvement in our services and support processes.
• Assist in the development of user guides and FAQs to empower customers with self-service options.
• Stay updated on industry trends and advancements in payment technologies to provide informed support and recommendations.
• Participate in team meetings to share insights and contribute to the continuous improvement of our support operations.
• Manage multiple priorities and tasks effectively, ensuring that all customer requests are handled promptly and professionally.
• Provide feedback to management on recurring issues and potential enhancements to our products and services.
• Maintain a positive and professional demeanor while interacting with customers, ensuring a high level of customer satisfaction.

Requirements

• A minimum of 2 years of experience in a help desk or technical support role, preferably in the payment processing or financial technology sector.
• Strong understanding of computer systems, mobile devices, and various operating systems, including Windows and macOS.
• Excellent problem-solving skills with the ability to think critically and troubleshoot effectively under pressure.
• Exceptional verbal and written communication skills in both English and Spanish, enabling clear interactions with diverse customers.
• Familiarity with ticketing systems and customer relationship management (CRM) tools to track support requests and manage customer interactions.
• Ability to work independently as well as collaboratively within a team, demonstrating flexibility and adaptability in a fast-paced environment.

Nice to have

• Experience with payment processing systems or financial software, providing a deeper understanding of customer needs in this domain.
• Knowledge of networking concepts and troubleshooting network-related issues, enhancing your ability to resolve connectivity problems.
• Certifications in IT support or related fields, showcasing your commitment to professional development and expertise in the industry.
• Familiarity with scripting or programming languages, which can aid in automating repetitive tasks and improving efficiency.

Skills & tools

• Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) for documentation and reporting purposes.
• Experience with remote desktop applications and troubleshooting tools to assist users effectively.
• Strong organizational skills to manage multiple tasks and prioritize effectively in a busy help desk environment.
• Ability to learn new technologies quickly and adapt to changing processes and tools as needed.

Practical notes

• This position is based in Benito Juarez, CDMX, and requires a full-time commitment.
• The salary for this role will be competitive and commensurate with experience, reflecting the importance of the Help Desk function within Bamboohr.
• Candidates must be eligible to work in Mexico and may need to provide documentation for visa purposes if applicable.
• Interested applicants can apply through the following link: [Bamboohr Careers](https://payrange.bamboohr.com/careers/67).

Joining Bamboohr as a Help Desk professional means becoming part of a forward-thinking company dedicated to transforming the payment landscape. If you are about customer support and technology, we encourage you to apply and help us make a difference in the world of payment solutions.