Customer Support Engineer

hace 1 mes

Ciudad de México, Ciudad de México Carrier A tiempo completo

Job Overview

We are seeking a highly skilled Customer Support Engineer to join our team at Carrier. In this role, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.

Responsibilities

As a Customer Support Engineer, your key responsibilities will include:

  • Assisting customers with technical queries and resolving issues related to Sensitech products, services, and solutions.
  • Developing and maintaining standard troubleshooting documentation to ensure consistent resolution of customer issues.
  • Collaborating with internal teams, including sales representatives, analysts, program managers, engineering, and other support members, to ensure customer issues are resolved promptly and effectively.
  • Conducting hardware evaluations and providing evaluation reports to customers.
  • Logging and tracking support calls, prioritizing and escalating jobs as required to ensure customer satisfaction.
  • Identifying trends in support calls and developing documentation to address frequently reported problems and issues.
  • Briefing customers and management on the status of current resolution efforts and attending daily/weekly meetings as requested or required.
  • Recommending means for product or system improvements, including procedural steps, increased training, and enhanced documentation.
  • Conducting deep dive investigations to discover root causes of issues and prevent future occurrences.
  • Accessing software updates, drivers, knowledge bases, and FAQs resources on the intranet/ticketing system to assist with end-user issues.

Requirements

To be successful as a Customer Support Engineer, you will need to possess the following skills and qualifications:

  • A Bachelor's degree in Electronic/Electrical Engineering or a related field.
  • A minimum of 4 years' experience working in a customer service/technical support field with direct customer interaction.
  • Bilingual skills in Spanish and English, both spoken and written.
  • Creativity, problem-solving skills, strong analytical and communication skills.
  • Ability to multitask, respond quickly, and follow established procedures.
  • Strong attention to detail, analytical, and problem-solving skills.
  • Self-motivated individual with the ability to take ownership of assigned responsibilities and complete tasks with minimal direct supervision.

Estimated Salary: $60,000 - $80,000 per annum, depending on location and experience. We offer a competitive benefits package, including health insurance, retirement savings plan, and paid time off. Apply now to become part of our dynamic team

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