Customer Support Specialist

hace 3 semanas


Monterrey, Nuevo León, México Vontier A tiempo completo

Job Overview

The Customer Support Specialist is responsible for managing and addressing all incoming inquiries through various channels, ensuring exceptional service delivery to our clients. This role involves collaborating directly with customers to diagnose and resolve their concerns promptly and efficiently, while escalating issues to relevant internal teams when necessary. The ideal candidate will work closely with the Advanced Technical Support team to achieve daily objectives, utilizing provided software tools and fostering interdepartmental collaboration. Our primary focus is to achieve first contact resolution.

Key Responsibilities

· Handle customer requests via phone, email, and chat, analyzing each request to provide the necessary information or direct it to the appropriate department.

· Deliver client support and resolve technical issues through various electronic mediums.

· Address basic technical support inquiries [Tier 1], which may involve troubleshooting login issues, uninstalling or reinstalling software applications, verifying hardware setups, and assisting with user credential setups.

· Collect customer information to identify issues by analyzing symptoms and determining the root cause.

· Ensure accurate identification of customer objectives to avoid misdirected efforts on symptoms rather than underlying problems.

· Gather comprehensive information from contacts, including basic details such as contact information, fleet details, and full problem descriptions.

· Record all relevant details accurately in the designated systems, including completing necessary fields in the relevant platforms and notifying affected parties of any changes.

· Contact customers when additional information is needed that was not provided during the initial interaction.

· Ensure the correct hardware configuration is applied and report any outdated firmware to the second-tier support team.

· If immediate resolution is not possible or if the issue is identified as Tier 2, initiate the handover process, ensuring all relevant information is documented and communicated to the second-tier support desk.

· Maintain customer records by continuously updating details in the relevant platforms, ensuring accuracy at all times.

· Monitor compliance with service agreements to mitigate legal challenges.

· May participate in after-hours technical support on a rotational basis, depending on operational needs.

· Conduct effective performance appraisals with team members on a quarterly, mid-year, and yearly basis.

· Facilitate regular catch-ups to review past performance, discuss challenges, and plan for future objectives.

· Support individual career and succession planning within the team.

· Utilize effective recruitment processes to build the team as needed.

· Implement performance management processes when required.

· Provide coaching to team members to promote continuous growth and explore alternative strategies for achieving outcomes.

· Recognize and highlight the contributions of each team member.

· Collaborate with team members to identify areas for further training and development, establishing plans to achieve these goals.

· Drive productivity improvements through measurable development of individual associates.

Required Skills / Qualifications

· Minimum of 2 years of experience in customer support via phone and email.

· Ability to work independently.

· Positive and enthusiastic attitude.

· Strong organizational and interpersonal skills.

· High attention to detail and ability to multitask effectively.

· Willingness to take ownership and be accountable for outcomes.

· Ability to work with a diverse range of individuals, managing challenges in a constructive manner.

· Excellent written and verbal communication skills, capable of engaging effectively at all levels.

· Strong customer service orientation with experience managing multiple stakeholders.

· High motivation, drive, and enthusiasm.

· Flexibility to work shifts between 6:00 am and 10:00 pm.

Preferable Skills & Experience

· Experience with GPS products and mobile devices is advantageous.

· Passion for career advancement and personal growth.

About Vontier

Vontier is a leading software-as-a-service (SaaS) provider specializing in location-based technology and services for managing mobile assets. Our innovative solutions deliver enhanced visibility into real-time insights and analytics, empowering businesses to make informed decisions that drive productivity and profitability. We manage and track over 500,000 vehicles and assets for more than 40,000 companies globally.



  • Monterrey, Nuevo León, México Uber Freight A tiempo completo

    Job Summary We are seeking a highly skilled Customer Support Specialist to join our team at Uber Freight. As a key member of our operations team, you will be responsible for scheduling appointments, communicating with customers and carriers, and providing top-tier customer service. Key Responsibilities Schedule appointments in a timely manner and...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job DescriptionJob Summary: We are seeking a highly motivated and customer-focused Customer Support Specialist to join our team at Vontier. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide Technical Support: Troubleshoot and resolve...


  • Monterrey, Nuevo León, México Epicor A tiempo completo

    **About the Role**:At Epicor, we're seeking a skilled Customer Support Specialist to join our Global Support team. As a key member of our team, you'll be responsible for providing exceptional customer service and support to our clients worldwide.**Key Responsibilities**:- Handle client calls and emails with professionalism and expertise.- Troubleshoot...


  • Monterrey, Nuevo León, México Uber Freight A tiempo completo

    About the RoleAt Uber Freight, we're committed to delivering exceptional service to our customers and carriers. As a Customer Operations Specialist, you'll play a critical role in ensuring the smooth operation of our logistics network.Key ResponsibilitiesMonitor and resolve service risks in real-time, ensuring timely delivery of shipmentsMake proactive...


  • Monterrey, Nuevo León, México TTEC A tiempo completo

    Bilingual Customer Support Specialist – Spanish-English – Remote About TTEC: At TTEC, we prioritize the Human Experience. As a Bilingual Customer Support Specialist working remotely, you will play a vital role in delivering outstanding customer experiences while embracing our award-winning company culture. Your Responsibilities: Do you enjoy assisting...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job OverviewThe Customer Support Specialist is responsible for managing and addressing all incoming inquiries through various channels, ensuring exceptional service delivery to our clients. This role involves direct interaction with customers to diagnose and resolve their concerns promptly and efficiently, while also escalating issues to relevant internal...


  • Monterrey, Nuevo León, México TTEC A tiempo completo

    Bilingual Customer Support Specialist – Spanish-English – Remote About TTEC: At TTEC, we prioritize the Human Experience. Our mission is to create and deliver exceptional customer interactions while fostering a supportive and inclusive workplace culture. Your Role: As a Bilingual Customer Support Specialist, you will play a vital role in enhancing...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job OverviewThe **Customer Support Specialist** is responsible for managing and addressing all incoming communications, including calls, emails, and chats, while delivering exceptional service to our clients. This role involves direct interaction with customers to diagnose and resolve their concerns promptly and effectively, escalating issues to relevant...


  • Monterrey, Nuevo León, México Uber Freight A tiempo completo

    Job SummaryAs a Customer Support Specialist at Uber Freight, you will play a critical role in ensuring seamless logistics operations. Your primary responsibility will be to schedule appointments with shippers and receivers, update the Transportation Management System (TMS) as needed, and communicate any service issues to customers and the team.Key...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job OverviewThe Customer Support Specialist is responsible for managing and addressing all incoming communications, including calls, emails, and chats, while delivering exceptional service to our clients. This role involves direct interaction with customers to diagnose and resolve their concerns efficiently, escalating issues to relevant internal teams when...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job OverviewThe primary responsibilities of the Customer Support Specialist include logging and managing all incoming communications, such as calls, emails, and chats, while delivering exceptional service to our clients. This role involves direct interaction with customers to diagnose and resolve their issues promptly and efficiently, escalating cases to...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job OverviewThe Customer Support Specialist is responsible for managing and addressing all incoming communications, including calls, emails, and chats, while delivering exceptional service to our clients. This role involves direct interaction with customers to diagnose and resolve their issues promptly and efficiently, escalating cases to other internal...


  • Monterrey, Nuevo León, México Celekta Consulting A tiempo completo

    Job Title: Electrical Support SpecialistAt Celekta Consulting, we are seeking a highly skilled Electrical Support Specialist to join our team. As an Electrical Support Specialist, you will be responsible for providing technical assistance to customers and end-users, troubleshooting electrical equipment problems, and ensuring timely resolution of customer...


  • Monterrey, Nuevo León, México Gilbarco A tiempo completo

    Job SummaryAs a Customer Support Specialist at Gilbarco, you will play a critical role in providing exceptional service to our customers. Your primary responsibility will be to provide operational and technical assistance to end-users on dispensers and Passport Point of Sale and other Gilbarco related products and services.Key ResponsibilitiesProvide...


  • Monterrey, Nuevo León, México Vontier A tiempo completo

    Job OverviewThe **Customer Support Specialist** is responsible for managing and addressing all incoming communications, including calls, emails, and chats, while delivering exceptional service to our clients. This role involves direct interaction with customers to identify and resolve their concerns promptly and effectively, escalating issues to relevant...


  • Monterrey, Nuevo León, México Ll Oefentherapie A tiempo completo

    Job SummaryWe are seeking a highly skilled Cloud Support Specialist to join our Support organization. As a member of our team, you will be responsible for delivering post-sales support and solutions to our customers while serving as an advocate for their needs.Key ResponsibilitiesResolve post-sales non-technical customer inquiries via phone and electronic...


  • Monterrey, Nuevo León, México Epicor A tiempo completo

    The Job:We are seeking a highly skilled and motivated Technical Support Specialist to join our Global Support Team at Epicor. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our customers via phone, email, and other communication channels.What you will be doing:Respond to client...

  • Sales Support Specialist

    hace 1 semana


    Monterrey, Nuevo León, México Vertiv Group Corp A tiempo completo

    Job Title: Sales Support SpecialistThe Global Strategic Account (GSA) sales organization at Vertiv Group Corp is responsible for managing the company's largest, global customers. As a Sales Support Specialist, you will play a critical role in supporting the GSA Sales Team in meeting customer needs and exceeding expectations.Key Responsibilities:Enter sales...


  • Monterrey, Nuevo León, México Dyopath Llc A tiempo completo

    Technical Support SpecialistAt Dyopath LLC, we're seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical assistance to customers and employees, addressing IT-related issues and problems. Your primary responsibilities will include responding to incoming phone calls, emails, and chat...


  • Monterrey, Nuevo León, México TTEC A tiempo completo

    Bilingual Customer Support Specialist – Spanish-English – Remote Exciting News: TTEC has been recognized as one of the "Best Workplaces 2022" by CompuTrabajo, a leading employment platform in Mexico. COVID-19 Update: To ensure the safety of our employees, we have implemented a virtual recruitment process, online training, and you will be working from the...