Level 1 Technical Support Specialist

Client Support Guadalajara, Jalisco


Position at J2 Cloud Services

NetProtect (https://www.netprotect.com/) is seeking a full-time Level-1 Technical Support Specialist who is customer-focused, motivated to learn, and is currently (or willing to be) trained in billing, technical, and customer-oriented practices and skills.

The ideal candidate will have prior experience in some form of customer support – preferably technical – and be able to explain issues to customers and colleagues in English, with an empathetic approach. The ideal candidate will be self-motivating, have a desire to improve beyond the status-quo, and does not have any aversions to working as a team.


  • Provide billing and technical support via tickets, phone, and live chat
  • Monitor, report and address emerging issues
  • Engage customers via multiple interfaces
  • Interact with customers using well-written and thought-out English responses
  • Communicate and follow-up with customers and staff of varying levels
  • Proactively identify potential problems and make recommendations regarding solutions
  • Able to take instruction from and report to on a frequent basis the team lead on duty


  • Excellent interpersonal/communication skills, both written and verbal (we test for this before committing to employment)
  • An ability to extend understanding and patience in stressful situations
  • The ability to maintain a healthy and distraction-free work environment
  • Attention to what is happening around you, aware and respectful of fellow employees if working in same location
  • Consistency with regards to organization, time management, attention to detail, and commitment
  • The ability to work both independently and as part of a team
  • The ability to adapt to change and properly resolve conflict
  • The wisdom to understand and take advantage of constructive criticism
  • The ability to prioritize tasks accurately, making decisions within established guidelines and policies
  • The ability to learn new skills in a timely manner without sacrificing existing responsibilities




  • Technical troubleshooting and problem-solving in a work environment
  • Billing procedure workflow and use of tools to facilitate account changes
  • Customer service experience in a retail or call center environment
  • Experience with the following is strongly preferred:
    • Online Media & Streaming Services
    • Popular Filesharing Services
    • VPN
    • Popular Social Media Platforms



  • Minimum – High school or GED & Professional technical certification
  • Preferred – Associates or higher



  • The ability to work holidays and have a flexible schedule including weekends and night shifts