Digital Support Specialist

FLSmidth; Monterrey; Presencial; MXN 550,000 - 826,000; Jornada completa

Descripción de la vacante

A global technology company is seeking a Digital Support Specialist to ensure the optimal performance of its digital solutions. The role involves providing technical assistance, troubleshooting issues, and collaborating with development teams. Ideal candidates will have a degree in IT and experience in technical support. Fluency in English is essential. The position is based in Monterrey, Nuevo León, and aims for high customer satisfaction.

Formación

• 2+ years of experience in a technical support role, preferably in a B2B or industrial setting.
• Strong understanding of operating systems, networking, and cloud services.
• Fluency in English is required; other languages are a plus.

Responsabilidades

• Provide first and second-level technical support via phone, email, and chat.
• Diagnose and resolve issues related to software and digital products.
• Document support interactions and knowledge base articles.
• Collaborate with development teams to escalate complex issues.
• Conduct user training and create support materials.
• Monitor system performance and identify potential issues.
• Adhere to service level agreements for customer satisfaction.

Conocimientos

Technical support experience

Troubleshooting

Communication skills

Problem-solving

IT fundamentals

Remote support tools

Cloud computing

Educación

Bachelor's degree in Information Technology or related field

Herramientas

Ticketing systems

Descripción del empleo

Job Summary

As a Digital Support Specialist at FLSmidth A/S, you will be a key player in ensuring the seamless operation and optimal performance of our digital solutions for the Service group. You will provide technical assistance and troubleshooting expertise, contributing to the efficiency and satisfaction of our end‑users.

Job Responsibilities

• Provide first and second-level technical support for FLSmidth's digital products and platforms via phone, email, and chat.
• Diagnose and resolve technical issues related to software applications, cloud services, and digital infrastructure.
• Document support interactions, solutions, and knowledge base articles for future reference and continuous improvement.
• Collaborate with development teams to escalate complex issues and provide valuable user feedback for product enhancements.
• Participate in the testing and deployment of new digital solutions and updates.
• Conduct user training and create support materials to empower users to effectively utilize our digital tools.
• Monitor system performance and proactively identify potential issues to ensure service availability.
• Adhere to defined service level agreements (SLAs) and strive for high customer satisfaction.

Job Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 2+ years of experience in a technical support role, preferably within a B2B or industrial environment.
• Strong understanding of IT fundamentals, including operating systems, networking, and cloud computing concepts (e.g., Azure, AWS).
• Proficiency in troubleshooting software applications and web-based platforms.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Proven problem-solving abilities and a methodical approach to issue resolution.
• Experience with ticketing systems and remote support tools.
• Ability to work independently and as part of a team in a fast-paced, global environment.
• Fluency in English is required; additional languages are a plus.