With more than 1900 employees worldwide, 24 locations around the world and 3 business units, the kudelski group offers endless opportunities for people to start new journeys, grow and succeed.
shape the future with us!
kudelski internet of things (iot), a division of the kudelski group, designs and delivers security technologies and services to support companies across the iot value chain in creating sustainably secure innovations. In addition, it delivers asset tracking solutions for automotive retail and other industries.
location: monterrey, mexico
mission
job title: customer support specialist (recovr)
nagra-kudelski group is looking for a customer support specialist to join our support center team. This team member will support kudelski iot (recovr) clients in north america to continue operating at their optimal level. With kudelski’s recovr product, automotive dealers can easily find inventory, increase operational efficiency, and create an f&i revenue stream through our 2-in-1 iot management and consumer vehicle recovery offering. Our solution hits the sweet spot of today’s car dealer needs by increasing operational efficiency, driving sales process efficiency, theft recovery, and f&i profit.
responsibilities
job responsibilities:
* act as first contact regarding incident and problem management (technical) while effectively managing the customer’s expectations.
* contact customer on issues and concerns regarding any assigned service order and work to resolve any challenges customer may have to the customer’s satisfaction.
* able to identify and troubleshoot problems by applying technical and customer support skills.
* monitor, update, review and/or close incidents in service management queue daily or as needed.
* report incidents with limited guidance and escalate in a timely manner in order to initiate tier 2 support.
* responsible for prioritization, progress, and completion of assigned cases, emails, and projects.
* able to remotely resolve basic technical issues, provide guidance and implement solutions for our customers.
* ensure a high level of support through all available tools.
* create and provide technical documentation, training documents, and technical trainings.
* encourage knowledge transfer to colleagues.
* continuous and independent improvement of knowledge and experience.
* exercise good judgment within defined procedures and practices to determine appropriate action.
* may perform other duties as assigned (training, dispatching, service order review, customer meetings).
* may participate in on-call or after hours support program.
requirements / profile
required skills and knowledge:
education:
* experience in a service support environment or an acceptable equivalent combination of education and experience.
* ideally several years of work experience in a related technical support/customer service role.
competence of methods:
* ability to quickly isolate and troubleshoot technical issues.
* diagnostic skills (analyzing of technical issues).
* adaptability and high flexibility.
social competence:
* excellent communicational skills (verbal and written).
* empathy for customer situations.
* ability to work well independently and in a team environment.
* ability to work within a multi-cultural and multi-national environment.
* intercultural experiences are a plus.
competence of personality:
* independent and solution-oriented approach to work.
* ability to assert oneself.
* strong desire to learn & grow.
others:
* fluency in spanish (written & vocal) is a plus.
if you are a self-starter who can work independently, but also enjoy contributing to a small team, we’d like to hear from you!
about nagra-kudelski group
stimulating. Motivating. Challenging.
the kudelski group is a world leader in digital security. Its technologies are used in a wide range of services and applications requiring access control and rights management to secure the revenues of content owners and service providers for digital television. The group also offers cyber security solutions and services focused on helping companies assess risks and vulnerabilities and protect their data and systems. Finally, it is a technology leader in the area of access control and management of people or vehicles to sites and events.
why you’ll love it here:
if you are seeking a culture that supports growth, fosters success, and moves the industry forward, then kudelski is where you need to be! Our rich and successful history with our clients is based on innovation and trust, serving clients of varying sizes and industries, including commercial, government, and education. Kudelski remains committed to championing diversity, equality, and inclusion within our organization and throughout the industry.
with kudelski, you can expect:
* immersion in an incredible culture and the vibe of a fast-moving and growing organization full of opportunity.
* opportunity to work with industry-leading, talented peers.
* creative problem-solving and the ability to tackle unique, complex projects.
* competitive compensation with a benefits package that protects you and your loved ones and allows you to pursue career growth with tuition reimbursement.
* generous time off for rest, relaxation, and hobbies.
* colleagues from across the globe who are interested in helping clients protect their companies so they can focus on fulfilling their mission.
nagra-kudelski group is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Eeo m/f/d/v
reference: 15155
publication date: 11-12-2024
if you love the challenge as much as the rewards and are ready to take your career to the next level, apply today.
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