Sr Technical Support Associate

Be part of a team that solves complex technical problems for the customer & Learn to apply highest standards of customer support. Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Help desk. 

You will support 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 develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. Build business acumen while learning to address customers' technical needs.

In this role, candidates are expected to demonstrate strong reliability and accountability, including consistent on-time attendance, adherence to assigned schedules, and active engagement in handling customer interactions without avoidance behaviors.

JOB DUTIES:
 

• 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

• Adhere to assigned work schedules, including timely start of shift, breaks, and end-of-day expectations 

• Maintain full engagement during working hours, ensure timely response and completion of all assigned customer interactions

YOU MUST HAVE:
 

• Customer service experience

• Excellent English Communication Skills

• Demonstrated reliability, including consistent attendance, punctuality, and adherence to work schedules

WE VALUE:
 

• Experience in the industry is preferred

• Good 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  

• Strong sense of accountability and ownership, with consistent follow-through on assigned responsibilities 

• Ability to work in a structured, performance-driven environment, maintaining high levels of productivity, availability, and adherence to operational standards

This role requires a high level of commitment to customer service standards, operational discipline, and adherence to time and attendance expectations. These requirements are essential to ensuring team performance and customer satisfaction.

WHAT’S IN IT FOR YOU? 

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting-edge tools, resources, and a supportive team to help you excel.
• The chance to work with a global, innovative company shaping the future in its industry.

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