Technical Support Associate

hace 2 semanas

Monterrey, Nuevo León, México Celekta Consulting A tiempo completo
Job Description

The Technical Support Associate will play a crucial role in maintaining long-term relationships with customers by providing end-to-end technical support. This position ensures proper follow-up and follow-through for successful resolution of customer inquiries, delivering an excellent customer experience for internal and external customers.

Key Responsibilities

  • Provide technical assistance to customers, end-users, and distributors via telephone, troubleshooting welding and cutting equipment problems.
  • Actively listen to customers to understand their issues or concerns, gathering information to provide recommendations and solutions.
  • Document, log, track, and follow through on customer issues using a ticketing system to ensure quick resolution of all calls daily.
  • Explain complex technical details to customers using simple, understandable terms.
  • Participate in continuous improvement projects to enhance customer experience.
  • Maintain up-to-date knowledge of company products and services.
  • Educate customers on product features to minimize technical challenges.
  • Follow up with customers to ensure issues are completely resolved.
  • Produce periodic summary reports of technical support trends to management.
  • Project a positive, professional image as a Company Representative.
  • Make decisions regarding credit, exchange, or free replacements for defective equipment to satisfy customers or distributors.

Requirements

  • Fluent in English.
  • AS degree from a 2-year college/technical school or equivalent; or six (6) months to one (1) year related experience and/or training; or equivalent combination of education and experience.
  • High school diploma or equivalent required.
  • Strong problem-solving skills and analytical mindset.
  • Proficient with Microsoft Office Suite or related software.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Able to interpret technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Ability to explain technical issues to technical and non-technical employees and customers.
  • Demonstrates responsiveness and sense of urgency when dealing with customers.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
  • Must be able to access the internet to pull customer specifications from their websites when required.
  • 3+ years of Technical Support Service experience.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Professional and pleasant telephone manner.

Benefits

  • Christmas bonus: 30 days.
  • Savings Fund: 13% (with a cap of $3,752.00).
  • Vacation: 12 days the first year (according to the vacation table of the LFT).
  • Vacation Bonus: 50%.
  • Food voucher card: 10% of your monthly salary (with a legal cap of $3,112.00).
  • Life Insurance 24 months of nominal salary in case of natural death, accidental death, or total and permanent disability.
  • Major Medical Expense Insurance For the employee and direct family: spouse and children.

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