Technical Support Engineer

At Soft Link, we believe in creating a positive and inclusive work environment where employees can thrive and grow. As a Technical Support Engineer, you will have the opportunity to work with cutting-edge technology and collaborate with a talented team of individuals who are passionate about what they do. We offer competitive salaries, benefits, and opportunities for career advancement. Join us and be a part of our journey towards success. If you are a self-motivated, customer-oriented, and technically proficient individual, we would love to hear from you.

Position: Technical Support Engineer

Location: León, Mexico

Employment Type: Contract to hire

About the Role: We are currently seeking a highly skilled Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing technical assistance to our clients and ensuring the smooth functioning of our products and services. You will play a crucial role in maintaining customer satisfaction and building strong relationships with our clients.

Key Responsibilities:

• Provide technical support to clients via phone, email, and chat
• Troubleshoot and resolve complex technical issues related to our products and services
• Collaborate with cross-functional teams to resolve customer issues in a timely manner
• Conduct in-depth analyses to identify the root cause of technical problems and implement effective solutions
• Document all customer interactions and resolutions in our CRM system
• Develop and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles
• Conduct product demonstrations and trainings for clients to ensure optimal usage and understanding of our products
• Stay updated with the latest industry trends and advancements in technology to provide the best support to our clients
• Escalate critical issues to the appropriate departments and follow up until resolution
• Participate in on-call rotation to provide after-hours support to clients

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 2 years of experience in a technical support role
• Proficient in troubleshooting hardware, software, and network-related issues
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities
• Ability to work independently and in a team environment
• Customer-oriented mindset with a passion for providing exceptional support
• Familiarity with CRM systems and ticketing tools
• Experience in conducting product demonstrations and trainings is a plus
• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE) is a plus

Why Join Us: Apply now and be a part of our team!.