Líder de Soporte Técnico- Tier 2 - Guadalajara, México - Global Fleet Management Inc.

Global Fleet Management Inc.

Empresa verificada

Guadalajara, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

We are a fast-growing software-as-a-service provider looking for a new
Tier 2 to join our Technical Support Team in our office in Guadalajara, Mexico.

You will be serving customers primarily throughout Mexico, Canada, and the US.

This position will require communication with internal technical and sales teams as well as coordination with customers, businesses, and vendors.

Qualities we look for

You genuinely enjoy speaking to customers and express a willingness to help.
You practice active listening to understand the customer and the nature of the problem.
Technology is a part of your world You would consider yourself Tech-Savvy.
You have a fantastic sense of humor we love to laugh
If you don't know something, you are proactive in finding sources and asking others so you can learn.

Job responsibilities

Communicate in a customerfocused, polite, friendly manner.
Work with management to create, standardize, and document the department's processes.
Solve issues in an effective and timely manner.
Use critical and creative thinking to come up with standardized solutions to recurring problems, and create all the corresponding documentation.
Solve all customer issues that junior team members scale up to you. If necessary, scale issues up to our Development team.
Train and coach our Junior Technical Support team.
Liaise with other departments and spearhead issue resolution.
Work closely with our Development team to test, configure, and document all necessary processes for new feature releases.
Set up, configure, and manage all our tools and systems (Backoffice and vendor portals)
Manage our vendor portals and their billing, including data traffic.

Job experience required

5+ years of relevant experience, with at least 2+ years of experience in Helpdesk work or IT Customer Support

Required skills

Technical, Computer, or Electronics skills.
Good written and spoken English. You will be working with a multicultural team spread across several countries
Experience with spreadsheets and reporting.

Desired skills