.With more than 1900 employees worldwide, 24 locations around the world and 3 business units, the Kudelski Group offers endless opportunities for people to start new journeys, grow and succeed.SHAPE THE FUTURE WITH US!Kudelski Internet of Things (IoT), a division of the Kudelski Group, designs and delivers security technologies and services to support companies across the IoT value chain in creating sustainably secure innovations.
In addition, it delivers asset tracking solutions for automotive retail and other industries.Location: Monterrey, MexicoMissionJob Title: Customer Support Specialist (RecovR)Nagra-Kudelski Group is looking for a Customer Support Specialist to join our Support Center team.
This team member will support Kudelski IoT (RecovR) clients in North America to continue operating at their optimal level.
With Kudelski's RecovR product, automotive dealers can easily find inventory, increase operational efficiency, and create an F&I revenue stream through our 2-in-1 IoT management and consumer vehicle recovery offering.
Our solution hits the sweet spot of today's car dealer needs by increasing operational efficiency, driving sales process efficiency, theft recovery, and F&I profit.ResponsibilitiesJob Responsibilities:Act as first contact regarding incident and problem management (technical) while effectively managing the customer's expectations.Contact customer on issues and concerns regarding any assigned service order and work to resolve any challenges customer may have to the customer's satisfaction.Able to identify and troubleshoot problems by applying technical and customer support skills.Monitor, update, review and/or close incidents in service management queue daily or as needed.Report incidents with limited guidance and escalate in a timely manner in order to initiate Tier 2 Support.Responsible for prioritization, progress, and completion of assigned cases, emails, and projects.Able to remotely resolve basic technical issues, provide guidance and implement solutions for our customers.Ensure a high level of support through all available tools.Create and provide technical documentation, training documents, and technical trainings.Encourage knowledge transfer to colleagues.Continuous and independent improvement of knowledge and experience.Exercise good judgment within defined procedures and practices to determine appropriate action.May perform other duties as assigned (training, dispatching, service order review, customer meetings).May participate in On-Call or After Hours Support program.Requirements / ProfileRequired Skills and Knowledge:Education:Experience in a Service Support environment or an acceptable equivalent combination of education and experience.Ideally several years of work experience in a related Technical Support/Customer Service role.Competence of methods:Ability to quickly isolate and troubleshoot technical issues.Diagnostic skills (analyzing of technical issues).Adaptability and high flexibility