.**Roles and Responsibilities**In this role, you will:1. Provide initial triage, with goal to handle more issues over time with familiarity/skillset2. Gather complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software.5. Regularly execute case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system.6. Clearly communicate technical responses to customers' ensuring the understanding of the steps needed to resolve issues reported to the technical support center.7. Work closely with the management for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging and testing.8. Research existing knowledge base articles, issue tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates.9. Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.10. Provide a positive customer experience for every customer contact.11. Maintain an in-depth understanding of GE's products, support protocols, customer contact software and departmental procedures.12. Consistently display an enthusiastic, positive, and professional attitude in both words and actions.13. Proactively reduce future support burden through identification of improvement opportunities.14. Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.15. Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.**Basic Qualification**- Bachelor's Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with basic experience.- Able to legally work in Mexico. This position can work remotely within Mexico.- Effective written and oral communication skills in English and Spanish.**Desired Characteristics**- Ability to work with clients and other groups within the company in resolving issues.- Must have the technical aptitude to learn new software product and customer handling techniques.- Applied knowledge of common service practices and customer handling techniques.- Familiar with PC hardware, software, operating systems, communications, and data protocols.- Strong oral and written communication skills. Ability to document, plan, market, and execute programs.- Knowledge of relational and non-relation databases- Programming fundamentals and/or SQL experience- Troubleshooting Network and Networking Tools experience is a plus- Technical Support background in a SaaS company**Personal Attributes**1. Demonstrated ability to deliver on-time and on-budget2