Digital Support Specialist

hace 2 semanas

Monterrey, Nuevo León, México FLSmidth A tiempo completo

Job Summary
As a Digital Support Specialist at FLSmidth A/S, you will be a key player in ensuring the seamless operation and optimal performance of our digital solutions for the Service group. You will provide technical assistance and troubleshooting expertise, contributing to the efficiency and satisfaction of our end-users.

Job Responsibilities

  • Provide first and second-level technical support for FLSmidth's digital products and platforms via phone, email, and chat.
  • Diagnose and resolve technical issues related to software applications, cloud services, and digital infrastructure.
  • Document support interactions, solutions, and knowledge base articles for future reference and continuous improvement.
  • Collaborate with development teams to escalate complex issues and provide valuable user feedback for product enhancements.
  • Participate in the testing and deployment of new digital solutions and updates.
  • Conduct user training and create support materials to empower users to effectively utilize our digital tools.
  • Monitor system performance and proactively identify potential issues to ensure service availability.
  • Adhere to defined service level agreements (SLAs) and strive for high customer satisfaction.

Job Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
  • 2+ years of experience in a technical support role, preferably within a B2B or industrial environment.
  • Strong understanding of IT fundamentals, including operating systems, networking, and cloud computing concepts (e.g., Azure, AWS).
  • Proficiency in troubleshooting software applications and web-based platforms.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
  • Proven problem-solving abilities and a methodical approach to issue resolution.
  • Experience with ticketing systems and remote support tools.
  • Ability to work independently and as part of a team in a fast-paced, global environment.
  • Fluency in English is required; additional languages are a plus.

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