Offer summary

Qualifications:

Associate’s Degree in Electrical/Electronics or IT, 2 to 4 years of experience in Technical Support, Strong technical aptitude with knowledge of electrical, digital, and analog control systems, Bi-Lingual in English and Spanish with excellent customer service and communication skills..

Key responsibilities:

Provide advanced technical support via phone and email for complex customer inquiries.

Assist with troubleshooting and programming of various equipment and systems.

Document customer interactions and solutions in a case handling tool and knowledge base.

Identify process improvements and attend ongoing training to enhance technical skills.

Job description

Job Summary

The primary role for this position is to enhance the customer experience while providing technical support for our control’s product lines via telephone and e-mail to internal and external customers. Functions of the role include but are not limited to troubleshooting, identifying replacement part numbers, programming assistance and answering questions regarding wiring and wiring details. Will attend ongoing trainings to continue the closing of knowledge gaps and improve their ability to support internal and external customers more efficiently.

This role is remote, selected candidate must live in Monterrey NL and Metropolitan area.

Key Tasks & Responsibilities (Essential Functions)

Answer advanced phone and email inquiries for customers such as agents, distributors, electrical contractors, end users, and internal teams that require playbook free troubleshooting due to complexity of equipment/systems.
Provides IT Support: Network Troubleshooting/Configuration, Installing/Troubleshooting Software, IIS settings. Provides Building Management System Integration Support: BACnet, MSTP, ADR. Answers general design questions. Assists with novice to advanced programming of equipment: Standalone Devices, Networked Devices. Assist with troubleshooting of equipment, Software, FW, Wiring, Cabling, Programming. In some cases may need to setup lab environments to reproduce issues and test potential workarounds. Capture required data from each customer interaction in case handling tool in proper format as directed. This includes, but is not limited to, product type, troubleshooting steps, and solutions. Will document solutions to common issues into knowledge base.
Presents knowledge gaps to Sr/Lead Tech as they arise. Attends training to become more knowledgeable in an effort to close knowledge gaps
Identifies process improvements and presents them to Sr Techs

Skills