Bilingual Swap Specialist

About Powerfleet
Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data—regardless of source—and delivers actionable insights to help companies meet their strategic objectives around Safety, Compliance, Efficiency and Sustainability. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.

Role Overview
The Swap Specialist is responsible for processing replacement and swap orders while ensuring devices are accurately provisioned to customer accounts in a timely manner. Acting as the first line of support, this role focuses on delivering fast, accurate resolutions to both customer and internal requests related to device swaps, system updates, and account configurations. The role also contributes to operational efficiency and continuous improvement of support processes and documentation (Knowledge base).

Key Responsibilities:

• Process replacement and swap orders accurately, ensuring compliance with established service level agreements (SLAs)

• Monitor and manage order queues daily, ensuring all cases are actioned promptly

• Handle inbound and outbound customer communications (phone and email) regarding replacement requests, order status, and case updates

• Create, update, and maintain accurate case records in Salesforce or other case management systems

• Meet defined productivity, quality, and customer satisfaction KPIs

• Collaborate with cross-functional teams to resolve complex cases and improve operational workflows

• Support internal teams with issue resolution and execution of operational processes

• Contribute to the continuous improvement of support documentation and knowledge base

Working Hours

Mon – Fri (7:00 AM – 3:00 PM summer time, 8:00 AM - 4:00 PM wintertime)

Qualifications and Skills required:

• 1–3 years of experience in customer service, call center operations, or case management environments

• Living in Merida, Yucatán (position is remote, but occasional team gatherings at the office)

• Proven ability to work in fast-paced, high-volume operational settings

• Strong proficiency in Microsoft Office or Google Workspace (Excel/Google Sheets preferred)

• High level of accuracy and attention to detail in data entry and case handling

• Ability to multitask across calls, emails, chats, and case queues simultaneously

• Excellent written and verbal communication skills

• Advanced English proficiency (spoken and written), with the ability to work effectively with customers and cross-functional teams

• Strong organizational skills, with the ability to prioritize urgent tasks while maintaining accuracy

• Team-oriented mindset with a positive attitude and focus on continuous improvement