Tier 2 Tech Support Specialist (Monterrey)

What you will do

The Tier 2 Specialist will play a key role in ensuring the timely resolution of issues and the continuous improvement of our support processes. Their role is vital in managing complex cases from Tier 1 Support and providing exceptional support and communications to our clients and top dealers and escalations to development on new and existing bugs and inbound cases. In addition, advancing and maintaining Support knowledge base and actions to help drive reduction in handling time and actions for Tier 1 and Tier 2 to troubleshoot and resolve inbound requests and incidents.

Responsibilities

1. Managing Complex & Top Dealer Support Cases
   • Attend to and resolve cases that are too complex for Tier 1 to handle, ensuring a thorough and effective resolution.
   • Attend to and resolve cases that are directly escalated from top dealers that have Tier 1 experience ensuring a thorough and effective resolution.
   • Conduct validation of fixes to ensure correct communication for effective resolution of reported issues.
   • Ensure internal SLAs and KPIs are maintained to ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.
2. Escalations & Pilot Case Management
   • Manage backlog priority and escalations of impact and severity on raised items.
   • Ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.
   • Utilize internal dashboards and tools to prioritize cases identified as internal escalations and Pilots/Trials for quick and effective resolution.
   • Ensure internal SLAs and KPIs are maintained to ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.
3. Bug and Change Request Identification
   • Identify and properly raise potential bugs to Tier 3 for approval and submission within internal Development CRMs.
   • Identify backlog cases within Tier 1 and Tier 2 impacted by known issues and opened bugs to determine priority and impact.
   • Properly identify and communicate new or existing bugs to Tier 1 for visibility and understanding replication and inbound calls/cases linked.
   • Identify trends where Product change requests can drive a reduction of cases and contacts.
4. Knowledge Database Maintenance
   • Participate in NPI and PMO release meetings to identify gaps and create/update Knowledge Database articles for Tier.
   • Mange and facilitate communication sessions with new releases to support tiers and training teams.
   • Collaborate with cross‑functional teams to drive success for accurate and precise knowledge base article steps to resolve.
   • Ensure future state tools and development of troubleshooting steps are accurate and maintained within changes of process, hardware or features.

Qualifications

• At least 2+ years of experience within a Tier 1 and/or Tier 2 position.
• Proven experience in technical support or a related field.
• Strong understanding of Tier 1 and Tier 2 support processes and technologies.
• Excellent communication skills, both technical and non‑technical verbiage.
• Proven track record in client facing roles managing various stakeholders of the projects/programs.
• Basic understanding of New Product Introduction lifecycle and implementation.
• Ability to work within a fast‑paced, change embracing corporate culture.
• Ability to work collaboratively with cross‑functional teams.
• Strong ability to troubleshoot and problem‑solving approaches.