Technical Support Specialist

Samsara; Pachuca; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A tech-driven company is seeking a Technical Support Specialist to join its remote team. In this role, you will provide technical assistance to customers via phone and chat. Ideal candidates will have a Bachelor’s degree in a technical field, experience in customer support, and fluency in French. This position offers a competitive compensation package and dynamic working environment.

Servicios

Competitive salary

Health benefits

Flexible work hours

Formación

• 1-3 years of experience in a technical product support role.
• Comfortable interfacing with engineers, translating complex technical concepts.
• Technical expertise in cloud applications and hardware troubleshooting.

Responsabilidades

• Respond to inbound customer requests through live channels.
• Collaborate with other support teams to escalate customer issues.
• Document communications with customers clearly and concisely.

Conocimientos

Technical support experience

Customer service skills

Strong communication skills

Problem-solving skills

Ability to work independently

Fluency in French

Educación

Bachelor’s degree in technical discipline

Herramientas

SaaS systems knowledge

Descripción del empleo

Overview

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. Samsara helps improve the safety, efficiency and sustainability of the physical operations that power our global economy, including agriculture, construction, field services, transportation, and manufacturing.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role

You will be part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will respond to customer requests for technical assistance over the phone and chat. Your work will be fast-paced and independent in nature, with the expectation to manage yourself to respond quickly to customers. You will also collaborate with other support representatives in multiple locations to serve our customers.

Experience in a technical support role, proven customer-facing skills, and strong communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced phone support environment.

Remote and schedule

This is a remote position open to candidates based in Mexico. This position requires the ability to work flexible hours, including nights and weekends.

You should apply if

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and encourage rapid career development and opportunities to master your craft in a hyper growth environment.
• You’re energized by our opportunity: Our vision to digitize large sectors of the global economy requires your focus and best efforts to bring forth creative ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will

• Respond to inbound customer requests for assistance through live channels (phone and chat)
• Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
• Self-manage personal workload in an effective and efficient manner
• Utilize available knowledge, tools, and resources to resolve customer issues
• Clearly and concisely documenting communications with customers
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role

• Bachelor’s degree or higher in a technical discipline such as computer science or engineering
• 1-3 years of experience in a technical product support role
• Technical know-how – comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
• Interest and ability to work in a fast-growing environment with changing responsibilities
• Technical expertise in cloud applications, mobile computing, and hardware device troubleshooting
• French fluency is required
• Able to work flexible hours – nights and weekends a plus

An ideal candidate also has

• General knowledge about electrical circuits, GPS and telematics

At Samsara, we welcome everyone regardless of background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site for more information.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [e-mail] or contact us if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

We embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for in-person work, and we also support remote work where it aligns with our operational requirements. For certain positions, being close to an office or within a specific geographic area may be important to facilitate collaboration. The job description will indicate any location requirements. All offers of employment are contingent upon the ability to secure and maintain the legal right to work at the company and in the specified location.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. We do not charge fees to applicants at any stage of the hiring process. Official communication about your application will come from emails ending in samsara.com or us-greenhouse-mail.io. For more information regarding fraudulent offers, see our blog post here.