Join a team recognized for leadership, innovation and diversityAs a Technical Support Professional, you will contribute to building a World-Class Technical Support Team. You are responsible for interacting with internal and external customers and providing reliable technical assistance. You will focus on the accuracy of the support, customer satisfaction, and providing feedback promptly. You will drive the investigation, documentation, resolution, root cause analysis, and replication of technical issues. You will help to identify and develop solutions for customers based on their needs, building solid relationships with them and ensuring timely follow-ups.Key ResponsibilitiesHandle internal and external customer-related issues and concerns.Focus on Fire Alarm systems.Record all customer interactions into a CRM Database.Achieve strategic KPIs and other metric targets.Understand and interpret advanced technical documentation and diagrams.Create and document articles, FAQs, and other related self-service knowledge items.Effectively manage and prioritize time, projects, customer escalations, and departmental needs.Collaborate with Technical areas to ensure product readiness for serviceability and reliability.Maintain acceptable Call Quality, KCS, and VOC requirements.Work proactively with other team members.Openly share new ideas and information with other team members.You Must HaveBachelor's degree in engineering, Electronics, Mechatronics, or related fields.3 or more years of Technical Support Help Desk or tech support related exprience.Electrical, Electromechanical and / or electronic or technical background or experience (required)Experience with signal or frequency measurement instruments (Multimeter, Oscilloscope Voltmeter Signal Generator or similar)Excellent English communication skills (oral and written at all levels).Customer focused & strong problem-solving skills.We ValueCustomer facing experienceExperience in the industry is preferredExcellent interpersonal and verbal & written communication skillsStrong continuous improvement mindset, strong leadership impactExperience with Salesforce & InContact.Strong continuous improvement mindset & positive leadership impact.Demonstrated experience with Knowledge Management & Call Center ManagementGood administration skillsSome experience with a variety of the businesses product programming languagesAdditional InformationJOB ID: HRD237992Category: Customer ExperienceLocation: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,MexicoNonexemptGlobal (ALL)#J-18808-Ljbffr
