Lead Tech Support Specialist

Brady Corporation; San Luis Potosí; On-site; MXN 210,000 - 330,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Bachelor's degree

Technical support

iOS

Android

Microsoft Windows

Troubleshooting

Communication

Shift-based schedule

SAP

Salesforce

Education

Bachelor's degree (completed or in progress)

Tools

iOS

Android

Windows

Job description

Brady makes products that make the world a safer and smarter place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room — we’re just about everywhere you look.

Companies around the globe trust Brady because of our deep expertise and knowledge across a wide range of industries and applications, powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com .

Job Description

What we need

The Technical Support Specialist serves as a primary customer-facing technical resource for both external and internal customers. This role is responsible for providing technical assistance, troubleshooting product-related issues, and helping customers maximize the value of Brady's hardware, software, and mobility solutions.

The ideal candidate is customer-focused, technically proficient, and passionate about solving problems while delivering an outstanding support experience. Based in San Luis Potosí or Mexico City.

What you'll be doing

• 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.

Qualifications

What you'll need to be successful:

Required 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
  • Microsoft 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.

Preferred Qualifications

• Experience with SAP, Salesforce (SFDC), or similar business systems.
• Knowledge of Order-to-Cash (OTC) processes.
• Experience supporting continuous improvement initiatives, Lean, or Six Sigma methodologies.
• Experience working in a global or multi-cultural business environment.
• Understanding of customer claims, dispute resolution, and order fulfillment processes.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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