Global Tech Support Specialist - Mobile & OS Expert

Brady Corporation; San Luis Potosí; Sur place; MXN 210 000 - 330 000; Plein temps

Résumé du poste

Brady is seeking a Technical Support Specialist to be a primary customer-facing technical resource for external and internal customers. You will provide technical assistance, troubleshoot product issues, and help customers maximize Brady's hardware, software, and mobility solutions.

Based in San Luis Potosí or Mexico City, you will join a team focused on delivering excellent support experiences. The role requires strong troubleshooting and communication skills, a customer-centric attitude, and

Qualifications

• Bachelor's degree completed or currently in progress.
• Minimum of 1 year of experience providing technical support for mobile devices and applications.
• Experience supporting major operating systems, including iOS, Android, Windows.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a customer-focused, fast-paced environment.
• Availability to work within a shift-based schedule.

Responsabilités

• Provide remote diagnostics, troubleshooting, root cause analysis, and resolution of technical issues.
• Deliver customer support through multiple communication channels, including phone, email, chat, and service management platforms.
• Follow established support processes and service-level expectations to ensure timely issue resolution.
• Collaborate effectively with internal teams, technical specialists, and management to address customer concerns.
• Accurately document incidents, troubleshooting activities, and resolutions in the case management system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication with the customer.
• Keep customers informed of status updates, timelines, and changes to expectations throughout the support process.
• Maintain a strong technical understanding of assigned products, solutions, and technologies.
• Contribute to the creation, review, and maintenance of knowledge base articles and technical documentation.
• Support continuous improvement initiatives by identifying recurring issues and recommending process enhancements.
• Ensure a professional, customer-centric approach in all interactions with customers and colleagues.
• Participate in training activities to stay current on new product releases, technologies, and support procedures.
• Assist with special projects and other related responsibilities as assigned.
• Meet individual and team performance metrics while contributing to overall customer satisfaction goals.

Connaissances

Bachelor's degree

Technical support

iOS

Android

Microsoft Windows

Troubleshooting

Communication

Shift-based schedule

SAP

Salesforce

Formation

Bachelor's degree (completed or in progress)

Outils

iOS

Android

Windows

Description du poste

Brady is seeking a Technical Support Specialist to be a primary customer-facing technical resource for external and internal customers. You will provide technical assistance, troubleshoot product issues, and help customers maximize Brady's hardware, software, and mobility solutions.

Based in San Luis Potosí or Mexico City, you will join a team focused on delivering excellent support experiences. The role requires strong troubleshooting and communication skills, a customer-centric attitude, and