Join a team recognized for leadership, innovation and diversity

Provide reliable technical assistance to internal and external customers. You will ensure professional coverage of Technical Support Helpdesk. You will drive focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will use your influence to expedite complicated cases. You will develop broad understanding of customer needs. You will drive the knowledge-sharing mindset, methodology, and tools. You will develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues across teams.
Key Responsibilities

• Facilitate issue identification and analysis
• Investigate and resolve technical issues
• Track requests resolution
• Provide technical training
• Build relationships with customers
• Test products & software
• Develop and share knowledge
• Manage team
• Lead team alignment

YOUMUST HAVE:

• Bachelor's degree or experience on Tech Support, Engineering related field
• Analyzing information and strong decision-making skills.
• 3 to 5 years of experience Technical Support background,
• Prior experience in a leadership or managerial role
• Strong analytical and problem-solving skills
• Ability to think strategically and to effectively lead and motivate a team.
• Excellent communication and presentation skills
• Exceptional English verbal and written communication skills

WE VALUE

• Extensive customer facing experience
• Experience in the industry is preferred
• Excellent interpersonal and verbal & written communication skills
• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management & Call Center Management
• Good administration skills
• Demonstrated management skills

Additional Information

• Category: Customer Experience
• Location: Av. Salvador Nava Martinez 3125, San Luis Potosi, SAN LUIS POTOSI 78260 MEX
• Exempt

Global (ALL)