Field technical support
hoy
job summary
this role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with mínimal supervision.
responsibilities
* maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
* addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
* leads direct post-sales technical support for end users and organization’s authorized service providers, resolving technical challenges on designated hardware and software platforms.
* employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
* maintains departmental documentation on work orders, software, inventory, and other paperwork required.
* aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
* adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
* completes process-oriented assignments, shares technical information, and supports department-level operational plans.
* identifies and solves varied problems and completes day-to-day tasks with forward planning and mínimal supervision.
education & experience recommended
* high school diploma/general education diploma (ged)/higher secondary education or commensurate work experience or demonstrated competence.
* typically has 4-6 years of related work experience, preferably in hp products in customer base, account management, computer customer support, on site customer support, mission critical, systems experience, or a related field.
knowledge & skills
* automation, chemistry, commissioning, customer relationship management, customer support, electrical engineering, electromechanics, electronics
* environment health and safety, field service management, hand tools, kpis, operating systems, preventive maintenance, process improvement, safety standards
* technical services, technical support, technical training, test equipment
cross-org skills
* effective communication, results orientation, learning agility, digital fluency, customer centricity
impact & scope
* impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
complexity
* works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
disclaimer
ford motor company is an equal opportunity employer. We are committed to a diverse workforce and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, and disability.
director, technical support
hoy
who we are
samsara (nyse: iot) is the pioneer of the connected operations cloud. We enable organizations that depend on physical operations to harness iot data to develop actionable insights and improve operations. We are focused on improving safety, efficiency and sustainability of physical operations.
about the role
director, technical support engineering (level 1) leads global 24x7, high-quality technical support for mid-market and enterprise customers. You will manage a team of technical experts across product specialties, handle escalations, collaborate with engineering, product management, customer success and sales, and drive end-to-end support operations with a white-glove standard.
in this role, you will
* spearhead and scale the current team across multiple time zones (120+ staff).
* drive resolution of technical issues with product, sales, and customer success while adhering to slas/olas.
* hire, develop, and direct teams across geographies.
* deliver exceptional csat and nps, delivering health insights to product management, engineering, sales, and customer success.
* adapt tools, metrics, and processes to improve efficiency and customer experience.
* provide feedback to engineers and management to accelerate case closure and improve processes.
* coordinate with cross-functional teams for delivery of world-class support.
* manage staffing, capacity planning, and upskilling of the team.
* leverage kpis to drive decisions improving customer experience.
location: headquartered or remote as applicable
note: this is a high-level role description; refer to internal postings for detailed requirements and local variations.
technical support - mexico
hoy
about talentworldgroup
at talentworldgroup, we think globally and strive for excellence. We offer flexible, long-term opportunities for professionals who are passionate about service and innovation.
position overview
we are seeking experienced, technically proficient professionals to join our remote call center operations. Native-level and fluent english, along with advanced spanish (mexican) skills, are required. This role supports a high-quality, home-based project in the online health industry, providing first-level technical support for peritoneal dialysis patients using cyclers. Responsibilities include inbound/outbound customer service, multitasking, troubleshooting and patient education.
key responsibilities
* provide technical support and operational assistance over the phone to chronic renal patients using peritoneal dialysis cyclers.
* educate patients on troubleshooting alarms and therapy processes with a compassionate approach.
* serve as first point of contact for technical issues; escalate clinical concerns to nursing staff as needed.
* document all customer interactions accurately.
* analyze call data and share feedback to improve service quality.
* collaborate with internal teams and coordinate device exchanges when necessary.
* maintain troubleshooting materials and reference resources; adhere to eh&s and departmental policies.
requirements
* native-level english and spanish (mexican).
* associates degree or equivalent experience.
* 2-4 years in a call center or customer contact environment.
* experience with dialysis therapy patients is a plus.
* strong communication, multitasking, and technical troubleshooting skills.
* experience with zendesk, salesforce, slack or similar tools is desirable.
mandatory technical requirements
* internet: stable wired broadband with at least 50 mb/s.
* hardware: intel core i5 or 1.8 ghz+, 16 gb ram, 120 gb ssd, 1920x1080, wired usb headset.
* os: windows 11+ or macos 13+.
project shift hours
* training: 1 week, 8 hours/day, mon-fri, 9:00-17:00 est. Start: june 23, 2025.
* production: flexible schedule within 8:00-17:00 mexico city time, approx 2 hours/day.
* recruitment deadline: june 20, 2025.
what we offer
* 100% remote work
* flexible, project-based assignments
* long-term collaboration opportunities
* career development and learning paths
* bonuses and paid holidays via gamification
* freelance cooperation agreement
join us
field technical support
hoy
job summary
similar to above; role focuses on installation information, proactive monitoring, post-sales support, mentoring and continuous improvement.
responsibilities
* provide installation overview and access to contacts
* escalate issues per protocols
* offer software services across pre-sales, post-sales, service delivery
* support large enterprise accounts; tailor solutions
* proactive monitoring for problem prevention
* onsite escalation support when needed
* share knowledge and foster process improvements
* coordinate with departments; mentor team
* ensure business controls through analysis and verification
education & experience recommended
* high school diploma or equivalent
* 6-8 years in related roles (hp products, customer support, etc.)
knowledge & skills
* automation, chemistry, commissioning, crm, os, kpis, safety, technical training
disclaimer
disclaimer: see original posting for official language and location details.
automotive technical support analyst
hoy
competencies and skills include independent work, professionalism, project management, and understanding of vehicle service repair process. Preferred qualifications include a relevant automotive degree, hands-on diagnostic experience, ford os familiarity, and ase certifications. Equal opportunity employer statement included.
position responsibilities
* facilitate customer care culture and ford os adherence
* respond to dealer inquiries for complex technical repairs
* provide technically accurate, timely responses
* interface with dealer personnel and internal ford teams
* participate in calibration, peer reviews, and team meetings
* provide feedback and escalate trends to sme/spoc
* train and support other cst team members
* complete required training and meet objectives
technical support engineer 2
hoy
technical support engineers partner with customers to ensure success through deep technical knowledge. Responsibilities include incident resolution, escalation, knowledge capture, and training. You will learn and apply knowledge-centered service (kcs) and build customer self-service capabilities.
who you are
you build customer relationships and collaborate across teams.
requirements
* bachelor’s in engineering or computer science; prefer electrical, mechatronics or electronics
* 3-5 years customer-facing experience
* programming experience required (labview preferred); travel up to 10%
preferred qualifications
* strong communication, problem solving, and collaboration
* knowledge of electronic design concepts
* microsoft linux server administration and virtualization knowledge
* portuguese and spanish at intermediate level
* ticketing and crm experience
our offer
comprehensive benefits, flexible time off, parental leave, and inclusive culture described.
technical support engineer 1
hoy
technical support engineer role with similar responsibilities to above. Focus on customer support, escalation, knowledge management, and staff training. Requires bachelor’s degree in engineering or cs, 0-5 years experience, labview is preferred, and travel up to 10%.
offer
same general benefits and culture language as above.
staff technical support engineer
hoy
general information
role details, location and timing indicate full-time employment in mexico city area with lenovo; includes description of lenovo as a company and notice about relocation and diversity statements.
position responsibilities
* handle cases within sla, document thoroughly, own cases from start to finish
* escalate to higher support levels when needed
* maintain high customer satisfaction and professional communication
* create and update incident tickets and knowledge base
* analyze logs and system information to identify issues
* document and share best practices with customers and internal teams
requirements
* ba/bs in related field or equivalent experience
* 2+ years datacenter hardware troubleshooting
* 2+ years level 1 contact center experience
* network troubleshooting experience
* strong communication and problem-solving skills
technical skills
* hardware, virtualization (nutanix, vmware, openshift), server os (microsoft, red hat, suse)
* itil familiarity
language
english fluent; portuguese a plus; spanish fluent
other
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