Bilingual Technical Phone Support Specialist (EN/ES)

Entrust; Ciudad de México; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Entrust is seeking a Technical Phone Support Specialist in Mexico City to install, administer, and support Access Control Solutions on customer servers. You will work with Windows AD/DNS/DHCP and Windows Server environments for customers in the US and channel partners worldwide.

Responsibilities include providing 2nd level support, ensuring timely responses, and documenting resolutions. Fluently bilingual in English and Spanish, you will communicate with customers, distributors, and sales teams

Formación

• 2+ years of experience in an IT environment.
• Fluent in English and Spanish.
• Must be able to lawfully work within Mexico.
• Experience with networking basics is a plus.

Responsabilidades

• Provide 2nd level support to assist customers and technicians with difficult technical issues.
• High availability for support contact to ensure timely and accurate response to all inquiries.
• Responds to inquiries for support requests from customers, distributors and sales people in a timely manner.
• Utilizes phone, email and remote connections to investigate customer issues.
• Diagnoses underlying cause of customer complaints or performance issues.
• Create and maintain documentation to assist in future problem resolution.
• Resolves customer issues escalated from 1st level Phone Support and on-site technicians, escalating to engineering for additional support when needed.
• Support end-user installations, configurations, updates and migrations through problems.

Conocimientos

2+ years IT experience

Fluent in English and Spanish

Educación

Associate’s degree in information technology or equivalent

Descripción del empleo

Entrust is seeking a Technical Phone Support Specialist in Mexico City to install, administer, and support Access Control Solutions on customer servers. You will work with Windows AD/DNS/DHCP and Windows Server environments for customers in the US and channel partners worldwide.

Responsibilities include providing 2nd level support, ensuring timely responses, and documenting resolutions. Fluently bilingual in English and Spanish, you will communicate with customers, distributors, and sales teams