**Improve business and family comfort, protection and productivity**:
The Technical Support Specialist is the primary customer facing Technical Support contact for customers, both external as well as internal. Primary responsibility is to help customers to solve technical issues and to answer any questions about the features and capabilities of the products.
This is a hybrid role, 3 + 2 days model.
You will develop strong listening skills to really understand a customer problem or question, to present information clearly and concisely, in verbal and written forms. The ability to simplify the solution for a customer.
**Key Responsibilities**
- Properly log all information into the problem management system & tracking of all activities in CRM (SFDC).
Works effectively with other management and customers to quickly address problems as they arise.
- Remote diagnostics, troubleshooting, analysis, and resolution of support issues.
- Mobile Device Management (MDM platforms i.e., AirWatch / Mobile Iron) - Utilize console to assist Users with device configuration.
- Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.
- Comply with established business processes, procedures, and standard work.
- Support the operation with reporting and/or administrative tasks.
- Identify areas of opportunity and participate in improvement initiatives (Projects, Kaizen, 5S, HOS, RPS, etc.).
- Timely communication (follow up) with customers with focus on customer service and relationship building.
- Escalate issues in a timely manner while following the established standard work.
- Cross function communication and collaboration within the organization (peers, teams, groups, hubs, etc.) to solve customer requests.
- Proactively maintain and extend product knowledge by self-study, testing products/software and by attending technical trainings on a weekly, monthly basis (per defined agenda).
- Rotational shifts
YOU MUST HAVE
- High School Diploma, or equivalent. Some experience in the field.
- High proficiency level in the English language (written and spoken)
- Effective communication and interpersonal skills
- Analytical skills and critical thinking
- Strong analytical and problem-solving skills.
- Ability to work collaboratively in a team environment.
- Excellent communication and presentation skills.
WE VALUE
- Bachelor's degree in management, Computer Science, or a technology related discipline.
- Good interpersonal and verbal & written communication skills
- Strong continuous improvement mindset, strong leadership impact
- Experience with CRM (Salesforce, ServiceNow or others).
- Experience in MDM (AirWatch, Soti, Mobile Iron, Intune, etc.).
- Demonstrated experience with Knowledge Management & Call Center Management.
- Good Administration skills.
- Fosters teamwork and diversity, knowledge sharing mindset.
- Able to multi-task, prioritize and work independently as well as in a Team environment.
- Strong problem-solving skills - ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.
LI-Hybrid
**Additional Information**:
- ** JOB ID**:HRD235585
- ** Category**:Customer Experience
- ** Location**:Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
- Nonexempt