Tech Support

hace 3 días

Ciudad de México, Ciudad de México Lead A Venta A tiempo completo


Job Description:

About the position

Position name: Tech Support // Service Center Coordinator

Reporting to: Team Lead Engineering México // Director of Solutions Engineering, Latam

Location/Travel: In Region; Travel as required

Email:

Overview

We are looking for a motivated coordinator with great attention to detail to join our Product Support Team. A Tech Support Coordinator supports agent functions and as the point of contact on high-escalated customers; by providing the support within the organization. Tech Support Coordinator may support offering product support via e-mail and phone by addressing customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance.

Tech Support Coordinator covers is the first point of contact for Authorized Service Centers partner companies, helping in complex troubleshooting, administrative tasks and reporting to the organization.

Core Responsibilities

  • Service Centers Focal point

    • Track the opening and repair processes in the Salesforce System

    • If necessary, open tickets to send products to the service centers

    • Supervise the work and inventory processes of all service centers in LatAm territory

    • Train and update existing and new ASC in repair techniques and systems.

    • Be the liaison with those responsible for the service centers in HVA to track the demands for sending parts for repair, warranty, organization among other needs

    • Visits to Service Centers as necessary.

  • Tier 3 supervisor

    • Assist Tier 1 agents in problem solving and ticket directions

    • Supervise the team from Tier 1 to the Tier 3 of each country within Latam

    • Supervise all open tickets in the system are re-directed to the responsible agent

    • Coordinate training of new agents in the ticket tracking process

    • Coordinate monthly reports of all tickets

Basic Qualifications

  • The ability to work collaboratively and cohesively in a remote, multi-cultural team environment is critical to this role;

  • Experience in a customer-facing role required.

  • Strong communication/interpersonal skills, both written verbal

  • Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy

  • Excellent time management skills, ability to organize and manage multiple priorities and meet deadlines

  • Proven work experience as field engineer with full comprehension of customers problems

  • Ability to explain and present reports to high escalated end users and management.

  • Solid technical background with understanding and/or hands-on experience in software development and web technologies

  • Excellent written and verbal communication skills

  • Willingness to travel

  • Fluent in English, Spanish, mandatory; Portuguese, highly desirable.

Industry

Security and Technology

Employment Type

Full time


  • Support Engineer

    hace 1 semana

    Ciudad de México, Ciudad de México Polus Tech A tiempo completo

    About the RoleWe are looking for an experienced Support Engineer to join our team on a contractor basis in Mexico. The ideal candidate brings strong customer-facing experience, excellent technical troubleshooting skills, and the ability to support solution deployments in the telecommunications or technology sector. This role involves close collaboration with...

  • Onsite tech support

    hace 1 semana

    Ciudad de México, Ciudad de México Wipro A tiempo completo

    Job DescriptionJob Title: Onsite tech supportCity: Mexico CityState/Province: MexicoPosting Start Date: 12/17/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio...

  • Tech Support Engineer

    hace 1 semana

    Ciudad de México, Ciudad de México Vonage A tiempo completo

    Join Vonage and help us innovate cloud communications for businesses worldwide Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true...

  • Tech Support Engineer

    hace 1 semana

    Ciudad de México, Ciudad de México Vonage A tiempo completo

    Join Vonage and help us innovate cloud communications for businesses worldwideVonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true...

  • Tech Support Engineer

    hace 1 semana

    Ciudad de México, Ciudad de México Vonage A tiempo completo

    Join Vonage and help us innovate cloud communications for businesses worldwideVonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true...

  • Tech Support Engineer

    hace 2 días

    Ciudad de México, Ciudad de México Vonage A tiempo completo

    Join Vonage and help us innovate cloud communications for businesses worldwide Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true...

  • Tech Support Engineer

    hace 3 días

    Ciudad de México, Ciudad de México Vonage A tiempo completo

    Join Vonage and help us innovate cloud communications for businesses worldwideVonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true...

  • Tech Support Engineer

    hace 3 días

    Ciudad de México, Ciudad de México Vonage A tiempo completo

    Join Vonage and help us innovate cloud communications for businesses worldwideVonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true...

  • HR Tech

    hace 2 semanas

    Ciudad de México, Ciudad de México L'Oréal A tiempo completo

    L'Oréal Group is leading an HR transformation journey, utilizing innovative solutions and data-driven insights to elevate the employee experience. The Americas Zone HR Tech team is in search of a driven HR Data Analyst to support the smooth delivery of HR Tech services and provide comprehensive data analysis, focusing on supporting the Americas Zone. In...

  • ATM Tech Support Specialist

    hace 2 semanas

    Ciudad de México, Ciudad de México Bitcoin Depot A tiempo completo

    Bitcoin Depot is seeking an ATM Tech Support Specialist based in Mexico that will manage the optimal performance of ATM hardware and software in accordance with our standard operating procedures, provide internal and external customer service support to promote customer and end user satisfaction.Bitcoin Depot is the largest Bitcoin ATM Network in the world...