*join a team recognized for leadership, innovation and diversity*:
provide reliable technical assistance to internal and external customers.
you will provide professional coverage of technical support helpdesk.
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.
*key responsibilities*:
- represent the company in a professional and business-like manner.
- customer registration & tracking of all activities in crm (sfdc).
comply with established bussiness processes, procedures and standard work.
- support the operation with reporting and/or administrative tasks.
- identify areas of opportunity and participate in improvement initiatives (projects, kaizen, 5s, hos, rps, etc.).
- developing and maintaining technical knowledge base content through crm (sfdc).
- timely communication (follow up) with customers with focus on customer service and relationship building.
- escalate issues in a timely manner while following the established standard work.
- cross function communication and colaboration within the organization (peers, teams, groups, hubs, etc.)
to solve customer requests.
- proactively maintain and extend product knowledge by self-study, testing products/sofware and by attending technical trainings on a weekly,
monthly basis (per defined agenda).
- work on a daily basis always in full compliance with the site code of conduct and ground rules.
*you must have*:
- high school diploma or equivalent combination of education, experience and industry recognized certifications.
- high proficiency level in the english language (written and spoken)
- good interpersonal, verbal and written communication skills
*we value*:
- minimum 1-year related work experience in a customer facing role
- bachelor degree in management, computer science or a technology related discipline
- experience in the industry is preferred
- strong continuous improvement mindset, strong leadership impact
demonstrated experience with knowledge management
- good administration skills
- fosters teamwork and diversity, knowledge sharing mindset
- must be able to multi-task, prioritize and work independently as well as in a team environment
- strong problem-solving skills - ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by
customers
*additional information*:
- *
job id*:req338019
- *
category*:customer experience
- *
location*:av.
salvador nava martinez 3125,san luis potosi,san luis potosi,78260,mexico
- nonexempt