Join a team recognized for leadership, innovation and diversity
technical support professional - tier 2
join a team recognized for leadership, innovation and diversity!
in this role, you will impact our technical support operations, the satisfaction of our customers, and the growth of the organization.
key responsibilities
- provide expert technical support to customers, resolving complex technical issues.
- collaborate with cross-functional teams to develop and implement technical support strategies.
- lead and mentor junior technical support professionals, providing guidance and support.
- stay updated with industry trends and advancements and provide recommendations for improvement.
- contribute to the development and improvement of technical support processes and tools.
- establish and maintain strong relationships with key stakeholders, including customers and internal teams.
- participate in customer meetings and provide technical expertise and guidance.
- product entry into service process to verify readiness of launch.
- test product before going to market (npi/uat & beta testing).
- work with tech publication to confirm marketing publications are correct and align with offering.
- create self service content (knowledge articles, how to videos) for level 1 support questions.
you must have
- proven experience in technical support or a similar role.
- strong leadership and mentoring skills.
- ability to drive innovation and continuous improvement.
- results-oriented approach and ability to meet business objectives.
- excellent problem-solving and decision-making abilities.
- strong business acumen.
- ability to build and maintain strong relationships.
- expertise in relevant technologies and products.
- strong problem-solving and analytical abilities.
- excellent communication and interpersonal skills both spanish/english.
- ability to effectively manage and prioritize multiple projects and tasks.
- strong customer focus and commitment to customer satisfaction.
- windows and windows server os experience at a high level.
- active directory, group policy management, work groups and domain knowledge.
- virtual machine management.
- microsoft sql server experience.
- strong networking skills and networking protocols at a high level.
- iis and ssl experience.
- working within network firewalls and port management.
- installing and uninstalling software and troubleshooting failures.
- web and mobile app experience.
- low voltage wiring, standards and specifications.
we value
- bachelor's degree in engineering, computer science, software engineering or a related field.
- master's degree preferred
- experience in mentoring and leading a team
- portuguese or french communication skills preferred
- experience in the industry/current professional experience in similar roles is preferred
- api integration experience
- previous access control experience
- comptia a+ preferred
li-hybrid
additional information
- * job id*:req479790
- * category*:customer experience
- * location*:av.
salvador nava martinez 3125,san luis potosi,san luis potosi,78260,mexico
- nonexempt