Customer Support Technician (After-Sales Support)

About the role

VusionGroup, a fast-growing retail technology company focused on IoT and data technologies for commerce, is hiring a Customer Support Technician for its After-Sales Support team in Mexico City. The technician works remotely with customers to diagnose and resolve issues, and reports bugs.

Key responsibilities

• Connect with customers remotely to identify root causes and resolve issues
• Diagnose failures in the operating system and the database
• Identify hardware or infrastructure problems
• Identify, solve or escalate settings problems during troubleshooting
• Identify, solve or escalate software or system problems during troubleshooting
• Interact directly with clients by telephone and email
• Maintain and troubleshoot, and report bugs
• Set up and install VPN connections

Required profile

• 1 to 2 years of experience in a Tier II, customer-facing technical support position
• National Diploma in IT
• Fluent English
• Excellent verbal and written communication, able to explain complex information clearly
• Ability to liaise across operational, functional and technical disciplines and work in a virtual global team

Required skills

• TCP/IP network knowledge
• Familiarity with operating systems (SQL, Unix, Linux, Windows) and Azure cloud services; cloud testing, PaaS and cloud computing are a plus
• Front-end JavaScript is a plus

What we offer

• 35 days of paid time off
• Health and wellness benefits and retirement savings plans from day one
• Family support and time off to volunteer
• Hybrid work: two days from home, three in the office, plus up to two weeks working from anywhere a year
• Up to $100 per month for commuting expenses
• Company matching of employee donations up to $500 per year
• E-learning, workshops and global mobility potential