About the position

Position name: Tech Support // Service Center Coordinator

Reporting to: Team Lead Engineering México // Director of Solutions Engineering, Latam

Location/Travel: In Region; Travel as required

Email: daniela.florez@leadaventa.com

Overview

We are looking for a motivated coordinator with great attention to detail to join our Product Support Team. A Tech Support Coordinator supports agent functions and as the point of contact on high-escalated customers; by providing the support within the organization. Tech Support Coordinator may support offering product support via e-mail and phone by addressing customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance.

Tech Support Coordinator covers is the first point of contact for Authorized Service Centers partner companies, helping in complex troubleshooting, administrative tasks and reporting to the organization.

Core Responsibilities

• Service Centers Focal point

  • Track the opening and repair processes in the Salesforce System

  • If necessary, open tickets to send products to the service centers

  • Supervise the work and inventory processes of all service centers in LatAm territory

  • Train and update existing and new ASC in repair techniques and systems.

  • Be the liaison with those responsible for the service centers in HVA to track the demands for sending parts for repair, warranty, organization among other needs

  • Visits to Service Centers as necessary.

• Tier 3 supervisor

  • Assist Tier 1 agents in problem solving and ticket directions

  • Supervise the team from Tier 1 to the Tier 3 of each country within Latam

  • Supervise all open tickets in the system are re-directed to the responsible agent

  • Coordinate training of new agents in the ticket tracking process

  • Coordinate monthly reports of all tickets

Basic Qualifications

• The ability to work collaboratively and cohesively in a remote, multi-cultural team environment is critical to this role;

• Experience in a customer-facing role required.

• Strong communication/interpersonal skills, both written verbal

• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy

• Excellent time management skills, ability to organize and manage multiple priorities and meet deadlines

• Proven work experience as field engineer with full comprehension of customers problems

• Ability to explain and present reports to high escalated end users and management.

• Solid technical background with understanding and/or hands-on experience in software development and web technologies

• Excellent written and verbal communication skills

• Willingness to travel

• Fluent in English, Spanish, mandatory; Portuguese, highly desirable.

Industry

Security and Technology

Employment Type

Full time