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Diagnostic Technical Support Agent

hace 1 mes

Tlahuac, México Zoetis A tiempo completo

**Descripción de la vacante**

La principal función del Agente de Soporte Técnico L1 es asistir a los usuarios de los Equipos de Diagnóstico así como a la Fuerza de Ventas y Distribuidores en todos los aspectos referentes a la operación, aplicación y resolución de problemas de todos los productos de diagnóstico veterinario, al mismo tiempo que brinda apoyo adicional específico a problemas más complejos. El agente de Soporte Técnico L1 está involucrado en todas las fases del proceso de soporte técnico principalmente tomando llamadas telefónicas, documentando las quejas y casos de soporte técnico, incluyendo sin limitar la mentoría a nuevos colegas e implementando mejoras a los procesos. El trabajo se desempeña vía remota manteniéndose en línea durante la jornada laboral asignada.

**Principales responsabilidades y funciones**

Incluyendo, pero no están limitadas a:

- Ayudar a los clientes, gerentes de ventas distribuidores, gerentes de mercadotecnia respondiendo a sus preguntas y resolviendo problemas relacionados con el desempeño de los equipos de diagnóstico, consultas técnicas sobre su aplicación y brindando entramiento en la operación.
- Iniciar y dar seguimiento a los procesos administrativos referentes a las devoluciones de equipos para remplazo o diagnóstico y reparación de los equipos, lo que requiere la precisa e inmediata documentación de las llamadas recibidas en el sistema.
- Iniciar las órdenes para recolección de equipos con fallas para su diagnóstico técnico y el envío de equipos de remplazo o préstamo a las instalaciones de los clientes.
- Trabajar como experto en la materia en los problemas técnicos de la línea de productos asignados preparar y revisar la información de soporte del producto, desarrollar procesos de aislamiento de fallas e implementar procedimientos de documentación de quejas.
- Revisar las tendencias para la línea de productos respectiva, monitorear llamadas y brindar recomendaciones sobre el área de enfoque, según corresponda.
- Trabajar con varios otros departamentos según sea necesario.
- Escalar los casos de soporte técnico de forma apropiada y dar seguimiento hasta su resolución.
- Mantenerse actualizado en todos los aspectos de soporte técnico de la línea asignada.
- Brindar soporte en el lanzamiento de productos.
- Desarrollar su trabajo apegado a las políticas, procedimientos y objetivos de Zoetis.
- Participar en proyectos especiales cuando le sean asignados.
- Trabajar con la gerencia de soporte técnico en la mejora de los procedimientos y procesos del departamento.