Technical Support Agent

hace 2 meses

Mexico City GoFleet A tiempo completo
Technical Support Agent

In Office | Mexico City

About the company:

We're 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 provide fleet management hardware, an AI-driven software platform, and fleet management consulting to drive efficiency and profitability for fleet and field service companies. Our scalable software integrates GPS tracking, sensors, and cameras across various platforms, helping companies run their businesses more effectively.

Why Join Us?

At Zenduit/GoFleet, we are trusted by our clients to bring their visions to life through a blend of technical expertise and clear, effective communication. With extensive experience in product development, programming, and project management, our team thrives on innovation, collaboration, and personal growth. Joining us means becoming part of a culture where your ideas are valued, professional development is prioritized, and our core values drive every action we take.

Our Core Values:

  • Relentless Focus on the Customer: We prioritize delivering exceptional value by deeply understanding and anticipating the needs of our customers and resellers. We are obsessed with customer-driven success to ensure our products and services deliver maximum value.

  • Speed with Purpose, Results that Matter: We act swiftly while balancing urgency with precision, ensuring that our actions lead to meaningful, growth-driven outcomes.

  • Build Trust through Transparency & Integrity: Transparency and integrity foster trust, and we uphold honest communication, accountability, and ethical actions in everything we do.

  • Continuous Learning & Adaptability: We are passionate about learning, adapting, and staying agile in a fast-evolving technological landscape, personally and professionally.

  • Own It & Lead with Initiative: Every team member takes ownership of their work and proactively leads initiatives, driving innovation and making a meaningful impact.

  • Strength through Unity, Success through Collaboration: We believe in the power of teamwork and collaboration, supporting one another to achieve collective greatness.



At Zenduit/GoFleet, we are committed to fostering diversity and inclusivity, especially by championing women in tech and STEM fields. We believe that diverse teams lead to better ideas, stronger innovation, and a more collaborative environment. We create opportunities for all individuals to thrive, ensuring an inclusive space where everyone can grow, succeed, and drive meaningful impact.

About the Role:

We are seeking a skilled Technical Support Specialist to join our Service Desk team. Based in Mexico and working onsite, this role involves providing exceptional support to our global customer base, ensuring seamless operation and user experience. The role will require 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. Use screen-sharing and diagnostic tools to resolve complex issues, potentially involving device replacement.

  • 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.

  • Documentation & Knowledge Management: Maintain and update documentation for both recurring and new issues, ensuring the knowledge base remains current for team reference.

  • Collaboration & Escalation: Work closely with vendors and internal teams, fostering effective communication and building customer trust through reliable problem-solving and relationship management.


Results:

  • Meet and exceed service level agreements (SLAs) for ticket resolution and management.

  • Maintain high standards in 24-Hour Resolution Time, First Contact Resolution (FCR), and Customer Satisfaction (CSAT).

  • Adhere to standard operating procedures (SOPs) for ticket handling and escalate cases appropriately.

  • Ensure schedule adherence for seamless support availability.


Requirements:

  • 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.

  • Analytical Abilities: Excellent logical reasoning for complex problem-solving.

  • Communication: Exceptional written and verbal communication skills to document tickets accurately and handle client interactions positively across multiple channels.

  • Collaboration: Ability to work collaboratively with colleagues, contribute to the knowledge base, and support the team's collective success.

  • Proactiveness: Strong proactive mindset to anticipate and resolve issues before escalation.


Time Zone | Location:

EST Toronto & Mexico Time Zone(Rotational Shifts) | Mexico City

Benefits:

  • Competitive salary with performance-based bonuses.

  • Health, dental, and vision benefits.

  • PTO Entitlements


Office Address: 
Alica 18, Lomas - Virreyes, Molino del Rey, Miguel Hidalgo, 11040 Ciudad de México, CDMX, Mexico
How we Hire

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.



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