Senior Technical Support Specialist - México - Tbo

Descripción

The Senior Technical Support Specialist is a crucial member of the Global Talent Community team, responsible for spearheading knowledge dissemination and strategic planning regarding programs and initiatives. They will take charge of projects and ensure their successful implementation. Serving as a strategic leader, they will drive the strategy within their designated focus area and provide valuable insights for decision-making processes. Constant innovation in both their work methods and team collaboration is a key aspect of their role. They are expected to embody the company's Four Pillars of Customer Service, Quality, Innovation, and Global Teamwork in all their endeavors.

The ideal candidate will have a strong background in text-based support, having worked as an agent proficient in resolving tickets, recognizing process improvements, and showcasing critical thinking skills while handling change management. They will offer exceptional customer service to our global supplier base, predominantly utilizing our ticketing and knowledge management system, Zendesk.

Responsibilities:

• Provide fast, efficient text-based support to solve different platform issues.
• Recognize and report on support trends and help problem solve solutions.
• Uphold the company's brand and 4 Pillars of Customer Service, Quality, Innovation, and Global Teamwork.
• Demonstrate ownership of the functional area when creating business cases to support talent initiatives.
• Represent the company and the company's brand.
• Innovate strategies for owned functional projects.
• Support functional strategy definition and implementation (online and offline).
• Provide analysis and valuable results from all initiatives.
• Act as escalation point for issues with team members or within the function.
• Hold technical conversations and use data to drive change in other departments.

Requirements:

• Bachelor's degree (B.A.) from a college or university in a related field, or equivalent combination of education and experience.
• Minimum of 3 years of relevant experience.
• Experience with Zendesk or other support management systems. Demonstrated proficiency in using Zendesk or similar customer support platforms for ticket management, knowledge base creation, and reporting.
• Experience in a customer support role, solving issues at speed and scale. Ability to handle customer inquiries, complaints, and escalations professionally and efficiently.
• Experience in a fast-paced, client-centric environment, ability to adapt to business needs.
• Ability to take the initiative to proactively assess and mitigate risks.
• Ability to prioritize ongoing projects based on business needs and urgencies that arise.
• Fluency in written and verbal English.
• Ability to stay organized and informed in such an environment.
• Good communication skills, attention to detail, and self-driven with the ability to meet tight deadlines.
• An objective, problem-solving mindset, mental flexibility and a "can do" attitude, possessing a solution-oriented approach to every challenge.
• Enjoys working in a team and derives energy from being within a team, while contributing to the team's success.
• Team player with the ability to problem-solve and show initiative.
• A strong belief in teamwork and the commitment to contributing to the whole team's success.
• Proven ability to learn new processes and tools.
• National public holidays.
• Vacations: 3 weeks per year.
• Work laptop provided.

Detalles

Founded in 2005, tbo . is a global organization that provides translation, talent, training, teams and testing services to a full range of clients in over 40 countries worldwide, from startups to enterprise-level companies.

tbo . aims to facilitate global communication by bridging the gap between peoples and cultures, providing simple solutions to complex problems, and outstanding service in 100+ languages.

tbo. fosters a culture of continuous improvement, creativity, sustainability and community, with a longstanding commitment to providing high-touch human service.

Is ranked as one of the fifteen fastest organically growing localization companies in the world and operates 24/7, 363 days a year on a "follow the sun" format via offices in Cordoba, Ho Chi Minh City, Kyiv and Lima.
Certified under five separate international quality norms.

Join our growing staff and boost your career in a global organization