Bilingual Troubleshooting Support

Tutenlabs; México; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A technology company is seeking a customer support representative for a fully remote position. Ideal candidates are bilingual in Spanish and English, capable of working 8-hour shifts, and possess excellent remote troubleshooting skills. This role involves processing calls and managing ticket requests. The company offers flexibility, a supportive work environment, and various benefits, including additional vacation days and study support.

Servicios

Flexible schedule

Day off on your birthday

Reduced hours on Fridays

Superior vacation days

Sick leave days

Moving day off

Support for studies, training, and languages

Referral program

Formación

• Available to work 8-hour shifts for 5 days, including holidays and weekends.
• Reliable power supply and wired high-speed internet for remote work.
• Ability to communicate technical information to non-technical personnel.

Responsabilidades

• Process inbound and outbound call center phone calls.
• Create and process ticket requests documenting work performed.
• Provide telephone support and troubleshoot customer energy management systems.

Conocimientos

Native Spanish

Advanced English (C1)

Remote Troubleshooting

Effective Task Prioritization

Collaborative mindset

Educación

Bachelor's degree in electrical, mechanical or related engineering

Descripción del empleo

Keedian (formerly Tutenlabs) is transforming how buildings operate - combining technology implementation, AI-powered optimization, and managed services to help multi-site organizations cut costs, reduce emissions, and move from reactive fixes to predictive performance. Our vision is bold: a future where buildings run autonomously, so our clients can focus on what matters most

Location: This position is 100% remote - where we prioritize candidates in Mexico and Colombia!

Responsibilities

• Process Inbound and outbound Call Center Phone calls
• Create and process Ticket Requests documenting work performed.
• Remote Troubleshooting skills utilized to respond to and proactively address issues from customer Building Automation Systems and Facilities.
• Provide telephone support and propose troubleshooting for customers using multiple Energy Management System (EMS) interfaces.
• Direct on-site third-party personnel supporting the technical troubleshooting process.
• Interpret and analyze data from all types of heating, ventilation, air conditioning and refrigeration (HVAC/AC - Air Conditioning) and lighting systems.
• Monitor installations and prepare reports with recommendations for optimizing energy usage, asset efficiency and troubleshooting.

MINIMUM REQUIREMENTS

It will be a good match if you have:

• Are available to work 8-hour shift for 5 days, with opportunities for overtime, including holidays and weekends, as Operations Control Center team members provide customer support 24 hours a day, 7 days a week, 365 days a year.
• Language proficiency, native Spanish and advanced English (C1).
• Reliable power supply, wired high-speed internet connection, and a distraction-free environment to optimize remote work capabilities.
• Ability to prioritize and execute tasks effectively in a high‑pressure environment, focused on providing solutions.
• Capability to communicate technical information in an accessible manner to non-technical personnel.
• Collaborative mindset.

DESIRABLE REQUIREMENTS

• Active Student or if you have a bachelor's degree / electrical, mechanical or related engineering is a plus.
• Great interpersonal skills and Excellent inclination for learning new systems.

Benefits package

💻 100% remote work.

⏰ Flexible schedule.

🍰 Day off on your birthday.

😁 Reduced hours on Fridays.

🌴 Superior vacation days.

💊 Sick leave days.

🏠 Moving day off.

🎓 Support for studies, training, and languages.

👥 Referral program.

We are proud to be a team that celebrates, supports, and promotes all kinds of diversity; we are committed to equal opportunities regardless of nationality, ethnicity, skin color, gender, gender expression, disability, or religion.

If everything you've read makes sense to you, apply now so we can get to know you! 💙