Bilingual Tech Support Associate II — Flexible Schedule

Intuitive; Mexicali; Presencial; MXN 223.200 - 390.600; Jornada completa

Descripción de la vacante

Intuitive Surgical is seeking a Technical Support Associate to provide frontline phone support for da Vinci systems, perform initial triage, and document activities in CRM. You will escalate complex issues to Technical Support Engineers and collaborate to improve knowledge base workflows.

Ideal candidates have experience in regulated call centers or technical support, are fluent in Spanish and English, and possess an Associate degree or technical certification.

Formación

• Experience in regulated call center or technical support environment.
• Familiarity with medical device quality systems and documentation practices.
• Experience working within defined escalation-based support models.
• Fluent in Spanish and English (85%).
• Excellent oral and written communication and customer service skills.
• Experience with Salesforce and Microsoft Office.

Responsabilidades

• Handle inbound Field Service technical support calls routed through designated phone and intake channels.
• Resolve issues using documented knowledge base articles and defined resolution workflows.
• Document troubleshooting and resolutions from Field Service interactions within CRM.
• Perform da Vinci system log reviews using established criteria; escalate as needed.
• Create, update, and manage cases within the CRM system according to approved processes.
• Elevate unclear issues to Technical Support Engineer; this role does not perform advanced troubleshooting.
• Collaborate with Technical Support Engineers to review knowledge base workflows and playbooks.
• Meet established quality, accuracy, and throughput expectations.
• Maintain a flexible work schedule.
• Ad-hoc projects as assigned by management.

Educación

Associate degree or technical certificate

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

Intuitive Surgical is seeking a Technical Support Associate to provide frontline phone support for da Vinci systems, perform initial triage, and document activities in CRM. You will escalate complex issues to Technical Support Engineers and collaborate to improve knowledge base workflows.

Ideal candidates have experience in regulated call centers or technical support, are fluent in Spanish and English, and possess an Associate degree or technical certification.