Join a team recognized for leadership, innovation and diversity

As a Technical Support Professional, you will\ncontribute to building a World-Class Technical Support Team. You are\nresponsible for interacting with internal and external customers and providing\nreliable technical assistance. You will focus on the accuracy of the support,\ncustomer satisfaction, and providing feedback promptly. You will drive the\ninvestigation, documentation, resolution, root cause analysis, and replication\nof technical issues. You will help to identify and develop solutions for\ncustomers based on their needs, building solid relationships with them and\nensuring timely follow-ups.

Key Responsibilities:

Handle internal and external customer-related\nissues and concerns.Focus on Fire Alarm systems.Record all customer interactions into a CRM\nDatabase.Achieve strategic KPIs and other metric targets.Understand and interpret advanced technical\ndocumentation and diagrams.Create and document articles, FAQs, and other\nrelated self-service knowledge items.Effectively manage and prioritize time,\nprojects, customer escalations, and departmental needs.Collaborate with Technical areas to ensure\nproduct readiness for serviceability and reliability.Maintain acceptable Call Quality, KCS, and VOC\nrequirements.Work proactively with other team members.Openly share new ideas and information with\nother team members.

#LI-Hybrid

MUST HAVE: 

Bachelor’s Degree in Engineering, Electronics,\nTelecom, or related fields.1+ years of Technical Support Experience.Excellent English communication skills (oral and\nwritten).Customer focused & strong problem-solving\nskills.

WE VALUE:

Experience with Salesforce & InContact.Strong continuous improvement mindset &\npositive leadership impact.Additional InformationJOB ID: HRD254954Category: Customer ExperienceLocation: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,MexicoNonexemptCustomer Experience (GLOBAL)