Descripción
Responsibilities
You will perform the BeeCentral's Technical Support Agent function of Roambee in Mexico, the USA, and other geographies as needed for service monitoring, event monitoring & response management. Work from home supported for the right candidate. Work from home for all team members during the current COVID pandemic. Resolve software and technical issues for the customers efficiently and effectively. Invest in your training and skills continuously to best handle customer inquiries. Communicate with Roambee customers and help them resolve issues. Meet SLAs like response and resolution times by partnering with peers, L2, and L3 Support organizations Collaborate with technical support team members to properly manage customer inquiries and escalate when appropriate. Work as a team & partner with technical support members on strategic projects when needed. Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. Run monitoring reports for usage, performance, and/or availability. Create customized reports using Roambee's Honeycomb platform or Excel Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team. Participate in internal & external customer calls. Active participation in team activities. Other duties assigned by the BeeCentral Head. Requirements BCA MCA, Bachelor's Degree in Logistics, E&C Computer Science Engineering, or related technical discipline Having worked in Customer Support for 2-3 years. Preferred – Telecom, ISP, Technical support/Customer support. Knowledge about NOC, GSM, GPS, logistics, supply chain is considered a big plus. Good analytical skills. Passion to be a part of a successful and winning team. Ability to multi-task in a dynamic environment Excellent ability to learn and articulate software-related and technical concepts. Strong attention to detail when communicating with customers (verbal & written) Familiarity with Jira, Outlook, Office 365 & Web applications Ability to be part of a team that works in shifts. Energetic, self-motivated, with a solid propensity to succeed. The position begins as soon as we find the right candidate. Compensation is negotiable and depends on experience and skill level. Our compensation consists of salary, performance bonus, and stock options. Interested Candidates can apply to mbreton@roambee.com Job Type Full-time Job Location This job is located in Puebla, Mexico. The candidate must be authorized to work in the country legally. Recruitment agencies: We do not accept unsolicited agency resumes. Please do not forward resumes to this email, our company website email, or any other company location. We are not responsible for any fees related to unsolicited resumes.
