Customer Support Specialist

**Job Title**: Customer Support Specialist (RecovR)**Location**: Monterrey, MXNagra-Kudelski Group is looking for a Customer Support Specialist to join our Support Center team. This team member will support Kudelski IoT (RecovR) clients in North America to continue operating at their optimal level. With Kudelski’s RecovR product, automotive dealers can easily find inventory, increase operational efficiency, and create an F&I revenue stream through our 2-in-1 loT management and consumer vehicle recovery offering. Our solution hits the sweet spot of today’s car dealer needs by increasing operational efficiency, driving sales process efficiency, theft recovery, and F&I profit.**Responsibilities**:- Act as first contact regarding incident and problem management (technical) while effectively managing the customer’s expectations- Contact customer on issues and concerns regarding any assigned service order and work to resolve any challenges customer may have to the customer’s satisfaction- Monitor, update, review and/or close incidents in service management queue daily or as needed- Reports Incidents with limited guidance and escalates in a timely manner in order to initiate Tier 2 Support- Able to remotely resolve basic technical issues, provide guidance and implement solutions for our customers.- Ensure a high level of support through all available tools- Create and provide technical documentations, training documents, and technical trainings- Encourage knowledge transfer to colleagues- Continuous and independent improving of knowledge and experience- Exercises good judgment within defined procedures and practices to determine appropriate action- May perform other duties as assigned (training, dispatching, service order review, customer meetings)- May participate in On-Call or After Hours Support program- Flexible schedule**Required Skills and Knowledge**:- Experience in a Service Support environment or an acceptable equivalent combination of education and experience.- Ideally several years of work experience in a related Technical Support/ Customer Service role- Ability to quickly isolate and troubleshoot technical issues- Diagnostic skills (analyzing of technical issues)- Self-dependent working behavior- Adaptability and high flexibility- Excellent communicational skills (verbal and written)- Empathy for customer situations- Ability to work well independently and in a team environment- Ability to work within a multi-cultural and multi-national environment- Intercultural experiences are a plus- Independent and solution-oriented approach to work- Self-dependent working behavior- Ability to assert oneself- Strong desire to learn & grow- Fluency in English (written & vocal)- Fluency in Spanish (written & vocal) is a plusIf you are a self-starter who can work independently, but also enjoy contributing to a small team, we’d like to hear from you**About Nagra-Kudelski Group**Stimulating. Motivating. Challenging.**Why you’ll love it here**:If you are seeking a culture that supports growth, fosters success, and moves the industry forward, then Kudelski is where you need to be Our rich and successful history with our clients is based on innovation and trust, serving clients of varying sizes and industries, including commercial, government and education. Kudelski remains committed to championing Diversity, Equality, and Inclusion within our organization and throughout the industry.**With Kudelski, you can expect**:- Immersion in an incredible culture and the vibe of a fast moving and growing organization full of opportunity.- Opportunity to work with industry-leading, talented peers.- Creative problem-solving and the ability to tackle unique, complex projects.- Competitive compensation with a benefits package that protects you and your loved ones and allows you to pursue career growth with tuition reimbursement.- Generous time off for rest, relaxation, and hobbies.- Colleagues from across the globe who are interested in helping clients protect their companies so they can focus on fulfilling their mission.- Nagra-Kudelski Group. is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. EEO M/F/D/V_Pay: $20,000.00 - $25,000.00 per monthWork Location: Hybrid remote in 66260, Residencial San Agustín Primer Sector, N. L.