As 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 responsibilities:
- handle 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.
Qualifications:
- bachelor’s degree in engineering, electronics, telecom, or related fields.
- 1+ years of technical support experience.
- experience in: low voltage systems, multimeter, oscilloscope, relays, and interpretation of electrical diagrams
- excellent english communication skills (oral and written).
- customer focused & strong problem-solving skills.
Nice to have:
- experience with salesforce & incontact.
- strong continuous improvement mindset & positive leadership impact.
Li-hybrid
additional information
- * job id*:hrd262665
- * category*:customer experience
- * location*:av. Salvador nava martinez 3125,san luis potosi,san luis potosi,78260,mexico
- nonexempt