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Tomás
Support

Tomás

CONTPAQi trainer and L1 support

Resolves technical questions for your clients so they don't churn over bad support.

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About the role

Tomás handles CONTPAQi usage questions from your client firms — first level. Resolves 70% of common problems, trains new firm users, and escalates to official CONTPAQi support only what truly needs a specialist. Reduces churn from poor technical onboarding.

What she can do

  • Answers CONTPAQi usage questions via WhatsApp/email from your clients' staff
  • Trains new firm users when they join
  • Resolves the 30 most common configuration and usage problems
  • Escalates to official CONTPAQi support only what needs a specialist
  • Maintains FAQ learned from your specific clients
  • Reports: how many cases resolved alone, how many escalated, satisfaction

What she never does

  • Never touches critical configurations without a clear protocol
  • Never supports clients that aren't yours
  • Never promises features CONTPAQi doesn't have
  • Never intervenes in commercial disputes — those are yours

Three real scenarios

  1. Situation

    New user at client firm doesn't understand how to issue a CFDI with a complement

  2. Action

    I walk them through step by step on WhatsApp with screenshots, leave them working independently

  3. Result

    Your client doesn't call you for level-1 stuff, you don't lose time

  1. Situation

    Firm reports that a CONTPAQi module won't load

  2. Action

    Initial diagnosis: cache? permissions? version? If not trivial, escalate to CONTPAQi with full context

  3. Result

    70% of cases resolve without escalation, the other 30% reach support already diagnosed

  1. Situation

    New fiscal year: CONTPAQi changes that affect your clients

  2. Action

    I prepare a short guide of what changes and proactively send it to all your client firms

  3. Result

    Zero panic calls on January 1st because something looks different

What she needs from you to start

  • Access to CONTPAQi documentation and release notes
  • List of your clients and who to contact at each firm
  • Your protocol for when to escalate to you vs straight to CONTPAQi
  • Historical FAQ of common problems in your portfolio

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