Customer Support Specialist

hace 3 semanas

Monterrey, México SKIDATA A tiempo completo

SKIDATA Group is a global leader in access control solutions. Our solutions are found in ski resorts, shopping malls, major airports, municipalities, sports stadiums, trade shows and amusement parks around the world. Our department is focusing on Asset Tracking in relation with various markets. Headquartered in Salzburg, Austria, and with 23 subsidiaries around the globe, our approximately 1000 professionals make for truly an international team. A rewarding career at SKIDATA awaits you

**Job Title: Customer Support Specialist**

**Location: Monterrey, MX**

SKIDATA is looking for an Customer Support Specialist to join our Support Center team. This team member will help ensure that our 1000 SKIDATA installations in North America are able to continue operating at their optimal level. This agent will be the first response to all new service requests placed by our customers, both final customers (B2C) and companies (B2B). This will involve actively troubleshooting and problem-solving Level 1 issues in real time with our customer. The applicant should have strong communication skills and willingness to acquire and share product/solution know-how with our team and customers. You will also participate in the continuous improvement of our products by sharing your feedback about customer requests to our product management team.

**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
- Monitor, update, review and/or close incidents in service management queue daily or as needed
- Reports Incidents with limited guidance and escalates in a timely manner in order to initiate Tier 2 Support
- 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 documentations, training documents, and technical trainings
- Encourage knowledge transfer to colleagues
- Continuous and independent improving of knowledge and experience
- Exercises 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
- Flexible schedule

**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)
- Self-dependent working behavior
- 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
- Self-dependent working behavior
- Ability to assert oneself
- Strong desire to learn & grow

Others:

- Fluency in English (written & vocal)
- 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

SKIDATA is an equal opportunity employer.

Pay: $20,000.00 - $25,000.00 per month

Ability to commute/relocate:

- Monterrey, N. L.: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- This will be a hybrid role requiring 2 days onsite per week - are you comfortable commuting to our office at Av Lázaro Cárdenas 2224, Zona Loma Larga Oriente, San Pedro Garza García, N.L., Mexico?

**Language**:

- English (required)

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