Technical Support Agent

at  Zenduit Inc

JOB INFORMATION

Job Type
Full time
City
Mexico City
State/Province
Hidalgo
Country
Mexico
Zip/Postal Code
43806
Date Opened
11/01/2024
Industry
Customer Service

REQUIREMENTS:

• 
  Bilingual: Strong proficiency in English & Spanish; speaking, writing & reading is a must need.
• 
  Experience: 5+ years in technical support, with demonstrated expertise in IoT device troubleshooting, particularly in fleet management and dash cameras.
• 
  Technical Skills: Strong proficiency in diagnosing software challenges, connectivity issues, and hardware malfunctions. Ability to perform incisive root cause analysis.
• 
  Analytical Abilities: Excellent logical reasoning for complex problem-solving.
• 
  Communication: Exceptional written and verbal communication skills to document tickets accurately and handle client interactions positively across multiple channels.
• 
  Collaboration: Ability to work collaboratively with colleagues, contribute to the knowledge base, and support the team’s collective success.
• 
  Proactiveness: Strong proactive mindset to anticipate and resolve issues before escalation.

ABOUT THE ROLE:

We are seeking a skilled Technical Support Specialist to join our Service Desk team. Based in Mexico and working onsite, this role involves providing exceptional support to our global customer base, ensuring seamless operation and user experience. The role will require handling a significant volume of support tickets, focusing on hardware and software troubleshooting for our IoT devices and GPS fleet management systems. This role is essential for maintaining our 24/7 support framework, including flexibility for weekend shifts. As part of a dynamic team, this position offers growth opportunities, with advancement within the department under the guidance of the Service Desk Team Lead.

RESPONSIBILITIES:

• 
  Technical Support & Troubleshooting: Provide real-time phone support, assist with device status checks, reboots, and installations, troubleshoot hardware malfunctions, and recreate software issues for diagnosis. Use screen-sharing and diagnostic tools to resolve complex issues, potentially involving device replacement.
• 
  Case Management: Efficiently manage client tickets via email, phone, and chat, gather detailed information, check device statuses, and escalate complex cases to Tier 2 support as needed.
• 
  Proactive Improvements: Identify areas for product and service enhancements through customer interaction and diagnostics, initiating projects to enhance customer uptime and performance.
• 
  Documentation & Knowledge Management: Maintain and update documentation for both recurring and new issues, ensuring the knowledge base remains current for team reference.
• 
  Collaboration & Escalation: Work closely with vendors and internal teams, fostering effective communication and building customer trust through reliable problem-solving and relationship management.