Technical Support Specialist for Fleet Management Solutions
hace 2 semanas
We are seeking a skilled Technical Support Specialist to join our Service Desk team in Mexico City. This role involves providing exceptional support to our global customer base, ensuring seamless operation and user experience.
About the CompanyGoFleet is a leader in fleet management, delivering advanced telematics solutions to minimize vehicle downtime. Our mission is to provide exceptional, tailor-made services using cutting-edge technology.
We create opportunities for all individuals to thrive, ensuring an inclusive space where everyone can grow, succeed, and drive meaningful impact.
About the RoleThe successful candidate will be responsible for handling a significant volume of support tickets, focusing on hardware and software troubleshooting for our IoT devices and GPS fleet management systems.
This role is essential for maintaining our 24/7 support framework, including flexibility for weekend shifts. As part of a dynamic team, this position offers growth opportunities, with advancement within the department under the guidance of the Service Desk Team Lead.
Responsibilities- Technical Support & Troubleshooting: Provide real-time phone support, assist with device status checks, reboots, and installations, troubleshoot hardware malfunctions, and recreate software issues for diagnosis.
- Case Management: Efficiently manage client tickets via email, phone, and chat, gather detailed information, check device statuses, and escalate complex cases to Tier 2 support as needed.
- Proactive Improvements: Identify areas for product and service enhancements through customer interaction and diagnostics, initiating projects to enhance customer uptime and performance.
- Bilingual: Strong proficiency in English & Spanish; speaking, writing & reading is a must need.
- Experience: 5+ years in technical support, with demonstrated expertise in IoT device troubleshooting, particularly in fleet management and dash cameras.
- Technical Skills: Strong proficiency in diagnosing software challenges, connectivity issues, and hardware malfunctions. Ability to perform incisive root cause analysis.
The estimated salary for this role is approximately $60,000 - $80,000 per year, depending on experience. Benefits include competitive salary with performance-based bonuses, health, dental, and vision benefits, and PTO entitlements.
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