Customer Support Specialist — Tech Help (Level 1)

Grundfos; Apodaca; Remote; MXN 156,000 - 234,000; Full time

Benefits offered by this job

Home working opportunities

Parental support

Annual bonuses

Health insurance

Well-being activities

Three days' volunteering leave

Job summary

Grundfos in Apodaca, NL, is seeking a Customer Service Support Level 1 Agent to be the first point of contact for customers via phone, email, and chat, resolving inquiries, processing service orders, and providing technical guidance that ensures fast, accurate support for Grundfos products and services.

You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

Qualifications

• 1-3 years of telephone-based customer service or support experience.
• Technical diploma or Bachelor's degree in Engineering or a related field.
• Proficiency in MS Office, SAP, ticketing systems, and phone systems.
• Fluent in spoken and written English.
• Knowledge of French, and/or Portuguese.
• Experience with troubleshooting technical products or equipment is a plus.
• Familiarity with CRM platforms such as SAP C4C or similar ticketing systems is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a friendly and competent manner, providing professional assistance on products, service appointments, spare parts, and troubleshooting.
• Create, manage, and close customer request tickets and service orders in C4C and SAP in accordance with defined SLAs.
• Handle pricing, literature, and appointment requests while leveraging Grundfos troubleshooting tools to resolve issues efficiently.
• Track all calls, resolutions, and customer interactions accurately in Grundfos IT systems following required standards.
• Collaborate with internal and external service/sales teams, coordinators, and operations teams to ensure seamless customer support.

Skills

Customer service experience

English proficiency

French/Portuguese

Troubleshooting

Education

Technical diploma

Bachelor's degree in Engineering

Tools

MS Office

SAP

Ticketing systems

Phone systems

Job description

Grundfos in Apodaca, NL, is seeking a Customer Service Support Level 1 Agent to be the first point of contact for customers via phone, email, and chat, resolving inquiries, processing service orders, and providing technical guidance that ensures fast, accurate support for Grundfos products and services.

You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.