Lead Tech Supp Specialist

**Join a team recognized for leadership, innovation and diversity**:
Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will build internal relationships to expedite complicated cases. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication.

**Key Responsibilities**:

- Facilitate issue identification and analysis
- Investigate and resolve technical issues
- Track requests resolution
- Provide technical training
- Build relationships with customers
- Test products & software
- Develop and share knowledge

**YOU MUST HAVE**:

- High School Diploma, or equivalent. Some experience in the field
- Technical support experience
- Experience with Fire alarm products or related
- High level of English

**WE VALUE**:

- Bachelor degree in Management, Computer Science, Electricity or a technology related discipline
- Experience in the industry is preferred
- Excellent interpersonal and verbal & written communication skills
- Strong continuous improvement mindset, strong leadership impact
- Demonstrated experience with Knowledge Management & Call Center Management
- Good administration skills

**Additional Information**:

- ** JOB ID**:HRD215463
- ** Category**:Customer Experience
- ** Location**:Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
- Nonexempt