Technical Support Analyst

Directed Technologies; Mexicali; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global leader in connected vehicle technologies seeks a Technical Support Analyst in Mexicali. You will engage with automotive OEM clients to support our innovative products, ensuring optimal performance. The ideal candidate has 3+ years of technical support experience, strong communication skills in English and Spanish, and a relevant degree. Join a diverse team that prioritizes personal and professional growth, with competitive salary and benefits.

Servicios

Medical Insurance

Growth Opportunities

Supportive Team Environment

Formación

• 3+ years’ experience in a technical support role.
• Ability to communicate effectively in English and Spanish.
• Familiarity with service desk tools.

Responsabilidades

• Support customers and ensure satisfaction.
• Coordinate operational delivery of services.
• Work collaboratively with teams to resolve issues.

Conocimientos

Technical Support Experience

Communication Skills

Collaboration Tools

Educación

Degree in Engineering, IT or Computer Science

Herramientas

Jira

MS Office

Teams

Descripción del empleo

Who we are

Directed Technologies is an award-winning connected vehicle technologies provider with a portfolio of next generation telematics programs, multimedia audio visual navigation systems, automotive approved accessories and cutting-edge analytics platforms. Our engineering solutions extend to incorporate next-generation vehicle and fleet analytics services, including predictive/dynamic maintenance, video analytics, Business Intelligence insights and IoT based asset tracking. We create solutions that promote safety, security, efficiency, quality, proactive insights and ultimately, can save lives.

With a customer network of 20+ vehicle manufacturers and the biggest fleets across Australia, New Zealand, LATAM, Asia and South Africa; if you’re seeking to join a company that is a market leader, offers opportunities for growth and a focus on your development and success, now is the time to join Directed.

About the role

We are seeking a Technical Support Analyst to join our Support team. In this newly created role, you will be engaging with our global automotive OEM clients and multiple internal teams to support cutting-edge in vehicle electronics products within a growing fleet of vehicles. Your primary focus will be the support of our innovative products, ensuring optimal functionality and performance. This role will see you working within multiple cloud-based solutions to enable the timely resolution of customer tickets, assisting with quality improvements, and continuously improving our tools and processes.

Meet your new team

Our Technical Support team plays a pivotal role in supporting Directed Technologies’ operations. This dedicated team is responsible for enabling our customers success through the utilisation of our products and services. Working within a dynamic project and structured operational environment, the Technical Support team collaborates with existing and new customers globally, providing 24/7 support to enable timely resolution of inquiries, requests, and issues.

How you will make an impact

As our Technical Support Analyst, this role will see you:

• rapidly become an expert in our products and services to interact with our automotive OEM clients at all levels within their business, in a positive and engaging manner.
• coordinate and support the operational delivery of our services within defined KPIs, responding to customer queries and support requests via emails, tickets, calls or onsite.
• enable customer success, effectively owning support requests till completion and customer satisfaction.
• work collaboratively with Australian and Thailand based teams, and external suppliers to ensure the successful delivery of required products and services.
• support the customer strategy, ensuring that services delivered meet the SLA requirements documented.

The successful candidate

Our ideal candidate for this Technical Support Analyst, role will demonstrate:

• 3+ years’ experience working in a similar technical support role, acting as the first point of customer contact and responding to queries via a ticketing system.
• ability to interact with enterprise customer teams at various levels of technical and non-technical depth.
• strong written and verbal communication skills, communicating in both English and Spanish.
• familiarity with service desk tools and optimizing functions to manage and accurately report on metrics and performance.
• working with collaboration tools e.g. Jira or Fibery, as well as MS Office and Teams.
• being available to join our after-hours support roster and ensure calls are answered first time or returned within defined KPIs.
• a degree qualification in Engineering, Information Technology or Computer Science.

Perks & Benefits

Why Directed? You'll be part of a global company that puts your personal and professional growth, well-being, and success first. We are a diverse and inclusive team dedicated to helping one another achieve our goals. We pride ourselves on doing what we say, rather than saying what we do.

This is a full-time role, working onsite at our clients’ corporate head office in Mexicali. On offer is a highly competitive salary package, medical insurance, growth opportunities and a chance to be part of a friendly, supportive and growing team.

Next steps

Like what you’ve read so far? Keen to progress your technical support career within our team APPLY NOW with your CV and Cover Letter, as we would love to see your application to discuss this, or other potential future roles.