Innovate to solve the world's most important challenges

As a Technical Support Professional, you will contribute to building a\nWorld-Class Technical Support Team. You are responsible for interacting with\ninternal and external customers and providing reliable technical assistance.\nYou will focus on the accuracy of the support, customer satisfaction, and\nproviding feedback promptly. You will drive the investigation, documentation,\nresolution, root cause analysis, and replication of technical issues. You will\nhelp to identify and develop solutions for customers based on their needs,\nbuilding 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\ndiagrams. Create and document articles, FAQs, and other related self-service\nknowledge items. Effectively manage and prioritize time, projects, customer\nescalations, and departmental needs. Collaborate with Technical areas to ensure product readiness for\nserviceability 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 HAVE• Bachelor’s degree in engineering, Electronics, Telecom, or related\nfields.
• 1+ years of Technical Support Experience.
• Experience in: Low voltage systems, multimeter, oscilloscope, relays,\nand interpretation of electrical diagrams
• Excellent English communication skills (oral and written).
• Customer focused & strong problem-solving skills.WE VALUEExperience with Salesforce & InContact. Strong continuous improvement mindset & positive leadership impactAdditional InformationJOB ID: HRD265409Category: Customer ExperienceLocation: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,MexicoNonexemptGlobal (ALL)