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Specialist, Technical Support

hace 3 meses

Colonia Lomas de Chapultepec, México LoJack A tiempo completo

Resumen:
CalAmp is a multifaceted organization that deals with telematics solutions in context of transforming and connecting global economy. It offers a variety of solutions in terms of Global Transportation & Logistics, Industrial IoT, Government & Municipalities, Connected Cars, K-12 Education, Etc. Its clients are generally ecommerce companies, financial firms, and other businesses. It has employed highly skilled workforce to provide apex services. It is continuously growing, and it produces the innovative solutions keeping in view the changing needs and wants of the technology. The services are designed by focusing on the personalized and customized needs of its clients. It always prefers stakeholders’ satisfaction and makes no compromise on service quality. All details, service guidelines, and career updates are provided on the site to avoid any discrepancies.

**Based in Mexico City, this role will be supporting services in the United States**
**, Canada,**
**and**
**Mexico**.

**Responsabilidades**:
Global Technical Support requires Support Specialists be able to provide our customers with the ability to adaptably meet their needs across multiple facets of product, software, and installation support. This position requires you to have the ability to be both proactive independently, and collaboratively on the fly.
- Answer inbound requests for support promptly with emphasis on QA and Customer Service
- Answer questions, resolve problems and update information as required
- Identify hardware and software issues
- Diagnose and advise Field Technicians to repair faults
- Gather the necessary information for communication to clients both internally and externally
- Frequent communication with clients and internal team members.
- Analyze problem areas and document processes used for corrective action
- Log and track inquiries and compile case statistics
- Assist in client training and answering routine questions from clients
- Assist in training new Technical Support Specialists
- Miscellaneous projects and duties as assigned by leadership team

Calificaciones:
**Must Haves**
- Very strong proficiency in English required
- 3+ years of general work experience - Telematics, IoT, or Field installation experience with MECP certified devices
- 1+ years’ experience with light and heavy duty vehicular electrical systems and installation procedures.
- 1+ years’ experience with a major CRM (Salesforce, Jira, ServiceNow - etc.)
- Experience with systematic problem-analyzing and problem-solving practices
- Strong customer service orientation
- Ability to manage interactions calmly with high urgency
- Computer literacy, basic technology troubleshooting skills, and Microsoft Office proficiency
- Strong telephone, written, oral communication skills

**Strong Pluses**
- College Degree from an accredited institution
- MECP Certification
- Lean/Agile methodology experience
- Familiarity with light duty/Heavy duty device installation in vehicles.
- Experience in the following fields: EMS/Fire/Police Dispatch, Public Safety Field Operations, Public Administration, Emergency Services, Emergency Management
- Previous Telematics experience
- Previous IoT experience