PosiTrace is a fast-growing software-as-a-service (SaaS) provider with over a thousand B2B customers in Mexico and worldwide. We specialize in GPS Tracking and Fleet Management solutions and are looking for a skilled Technical Support Specialist to join our team in Mexico.
Responsibilities
-
Provide telephone and online technical support to existing customers in Mexico, including diagnosing and troubleshooting camera hardware and software issues.
-
Take ownership of customer issues, showing urgency to resolve problems and following up until they are fully resolved.
- Identify, analyze, and resolve customer technical problems efficiently.
- Document all inbound and outbound activities in the support ticketing system.
-
Build lasting relationships with customers through excellent customer service, patience, empathy, and professionalism.
- Communicate clearly and effectively, adapting to the user’s technical level.
-
Demonstrate a high level of initiative, suggesting improvements or solutions proactively.
Skills & Requirements
-
Experience: 3–5 years in Helpdesk or Technical Support roles providing services to external customers.
-
Technical Knowledge:
- Linux operating systems.
- Electronics knowledge.
- Ability to diagnose and troubleshoot both software and hardware issues.
-
Knowledge of camera systems, networks, and connectivity (LAN/Wi-Fi/cellular) is a plus.
-
Soft Skills / Customer Service:
- Excellent customer service skills, including patience, empathy, and professionalism.
- Strong communication skills (English and Spanish, spoken and written).
- Take ownership of issues and follow through until resolution.
- Urgency to resolve problems and a proactive mindset.
- High level of initiative and ability to work independently.
-
Other Skills:
- Familiarity with SLAs (Service Level Agreements).
- Strong organizational and time management skills with attention to detail.
Education
-
Bachelor’s degree in Information Technology, Electronics, or Engineering.
Terms of Employment
- Full-time role, Monday to Friday.
- On-site position in Guadalajara.
