BradyCorporation3
Lead Tech Support Specialist
- Compensation
- Not disclosed
- Location
- San Luis Potosi, S.L.P., mx
- Work setup
- Hybrid
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 1+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree completed or currently in progress.
- Minimum of 1 year of experience providing technical support for mobile devices and applications.
- To be based in San Luis Potosí or Mexico City
- Experience supporting major operating systems, including: iOS Android Microsoft Windows
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Fluent English proficiency.
- Fluent Portuguese proficiency.
- Ability to work effectively in a customer-focused, fast-paced environment.
- Availability to work within a shift-based schedule.
Nice to have
- Additional European language skills.
- Experience with SAP, Salesforce (SFDC), or similar business systems.
- Knowledge of Order-to-Cash (OTC) processes.
- Experience supporting continuous improvement initiatives, Lean, or Six Sigma methodologies.
- Experience working in a global or multi-cultural business environment.
- Understanding of customer claims, dispute resolution, and order fulfillment processes.
Full description
What we need
The Technical Support Specialist serves as a primary customer-facing technical resource for both external and internal customers. This role is responsible for providing technical assistance, troubleshooting product-related issues, and helping customers maximize the value of Brady's hardware, software, and mobility solutions.
The ideal candidate is customer-focused, technically proficient, and passionate about solving problems while delivering an outstanding support experience. Based in San Luis Potosí or Mexico City.
What you'll be doing
- Provide remote diagnostics, troubleshooting, root cause analysis, and resolution of technical issues.
- Deliver customer support through multiple communication channels, including phone, email, chat, and service management platforms.
- Follow established support processes and service-level expectations to ensure timely issue resolution.
- Collaborate effectively with internal teams, technical specialists, and management to address customer concerns.
- Accurately document incidents, troubleshooting activities, and resolutions in the case management system.
- Escalate complex issues to appropriate technical teams while maintaining ownership and communication with the customer.
- Keep customers informed of status updates, timelines, and changes to expectations throughout the support process.
- Maintain a strong technical understanding of assigned products, solutions, and technologies.
- Contribute to the creation, review, and maintenance of knowledge base articles and technical documentation.
- Support continuous improvement initiatives by identifying recurring issues and recommending process enhancements.
- Ensure a professional, customer-centric approach in all interactions with customers and colleagues.
- Participate in training activities to stay current on new product releases, technologies, and support procedures.
- Assist with special projects and other related responsibilities as assigned.
- Meet individual and team performance metrics while contributing to overall customer satisfaction goals.
What you'll need to be successful:Required Qualifications:
- Bachelor's degree completed or currently in progress.
- Minimum of 1 year of experience providing technical support for mobile devices and applications.
- To be based in San Luis Potosí or Mexico City
- Experience supporting major operating systems, including:
- iOS
- Android
- Microsoft Windows
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Fluent English proficiency.