Help Desk

About PayRange PayRange is a leading mobile payment and technology platform powering unattended retail, vending, laundry, amusement, and other self-service industries worldwide. Our solutions combine innovative hardware, cloud-based software, and mobile applications to deliver seamless payment experiences for operators and consumers. With operations across North America and a growing global footprint, PayRange is focused on delivering reliable, scalable, and customer-centric technology solutions. Position Overview We are looking to hire 2–3 Help Desk Technicians to join our Mexico City office. This role is a key part of our customer support organization and will serve as a primary point of contact for technical support, escalations, and customer success initiatives. Key Duties & Responsibilities Technical & Customer Support Serve as a primary point of contact for complex customer inquiries and technical escalations. Provide timely, accurate, and professional troubleshooting and resolution. Coordinate with cross-functional teams, including Engineering, Product, and vendors, to resolve customer issues efficiently. Technical Expertise Maintain a strong working knowledge of PayRange products, platforms, and functionality. Act as a subject matter expert to assist customers and internal team members with advanced troubleshooting, configuration, and system-related questions. Stay current on product updates, industry trends, and best practices to continuously enhance customer support quality. Continuous Process Improvement Contribute to knowledge base articles, documentation, and self-service materials. Identify recurring issues and opportunities to reduce support ticket volume and improve efficiency. Customer Advocacy & Customer Success Represent the voice of the customer internally by sharing feedback, pain points, and improvement opportunities. Support initiatives to enhance product usability, documentation, and overall customer experience. Minimum Qualifications Fluent in English and Spanish (written and verbal). Associate’s degree in a related field or equivalent practical experience. Minimum 2 years of experience in IT or a related field, with direct customer-facing technical support experience. Prior experience supporting technology solutions such as payment systems, IoT devices, SaaS platforms, or similar environments. Strong technical aptitude with the ability to learn complex software and hardware products quickly. Excellent problem-solving, analytical, and troubleshooting skills. Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Experience using support ticketing systems and CRM tools. Ability to thrive in a fast-paced, dynamic environment with a strong focus on customer satisfaction. Ability to travel nationally up to 30% for customer site visits or training, as required. Preferred Qualifications Experience creating and maintaining knowledge base content. Familiarity with Knowledge-Centered Service (KCS) standards or similar support methodologies. Physical Requirements Ability to remain in a stationary position for more than 50% of the time. Ability to communicate effectively (in English and Spanish) with coworkers, management, and customers. Regular use of a computer and standard office productivity tools. Occasional movement within the office to access files, equipment, or collaborate with team members. Ability to deliver information clearly in meetings, discussions, or presentations. Please submit resumes in English.