Technical Support Specialist

hace 14 horas

Guadalajara, Jalisco, México Diligent A tiempo completo
About Us

Diligent is a global leader in modern governance, providing innovative SaaS solutions across governance, risk, compliance, audit, and ESG. Our mission is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability.

Job Overview

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide exceptional support to customers across various industries, including Fortune 500 companies. You will be responsible for troubleshooting complex technical issues, providing hands-on technical expertise, and collaborating with our support team to drive solutions.

Key Responsibilities
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Guide the support team in addressing customer problems within established response times.
  • Work with the support team to evaluate complex customer problems, identify root causes, and drive solutions.
  • Analyze customer suggestions and recommend product revisions.
  • Accurately process and record calls.
  • Offer alternative solutions where appropriate.
  • Document support activities, customer issues, and resolutions for reference purposes.
  • Achieve and exceed core role targets as outlined by the management team.
  • Perform ad-hoc duties as required.
Requirements
  • 0-3 years of experience in phone-based software application/technical support or call center experience supporting end-users.
  • Role model the Diligent values of Championing Modern Governance and Driving Client Impact.
  • Proven problem-solving skills and technical aptitude.
  • Working knowledge of Windows OS.
  • Excellent communication and customer handling skills.
  • Ability to think on your feet in a highly demanding and fast-moving environment.
Preferred Qualifications
  • Previous experience with scripting languages, troubleshooting web applications, or writing small database queries.
  • Genuine interest in technology and experience solving technical issues.
What We Offer
  • A flexible work environment with global days of service, comprehensive health benefits, meeting-free days, generous time off policy, and wellness programs.
  • A diverse and inclusive team with a strong commitment to diversity, equity, and inclusion.
  • Opportunities for professional growth and development in a dynamic and innovative company.

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