Technical Support and Customer Service

Description

Job Summary: We are seeking a Support Engineer to remotely resolve technical incidents, guide customers, and ensure their satisfaction with our solutions. Key Highlights: 1. Technical support and customer service role from office 2. Remote diagnosis and resolution of issues (via phone, email, tickets) 3. Clear communication to resolve technical and operational questions Technical Support and Customer Service \- Pegasus **About Us:** **Pegasus** is a Mexican organization with **44 years of experience**, a leader in industrial automation and robotics. We are looking for a Support Engineer for our base in Zapopan. **Your Role (Office-Based Support)** You will resolve technical incidents **remotely** (via phone, email, and tickets). Your goal is to guide customers in using our solutions and ensure their satisfaction from an office environment. **Key Responsibilities:** * **Technical Assistance:** Diagnosis and resolution of issues via phone and tickets (Odoo). * **Case Management:** Documentation of incidents and follow-up until closure. * **Customer Service:** Clear communication to resolve technical and operational questions. * **Administrative Support:** General guidance to customers regarding their contracted services. **Ideal Candidate Profile:** * **Education:** Degree in Electronics Engineering, Mechatronics, Robotics, or related field (Intern or Graduate). * **Experience:** 1–3 years in technical support or industrial customer service. * **Bonus:** Basic knowledge of interpreting **invoices or administrative processes**. * **Skills:** Excellent diction, analytical ability, and patience. **Compensation and Schedule:** * **Salary:** $15,000 \- $20,000 MXN gross \+ Bonuses. * **Schedule:** **Monday to Friday.** * **Benefits:** Meal vouchers, Life insurance, Subsidized cafeteria, and Transportation. * **Work Mode:** On-site (Office-based, Zapopan). Employment Type: Indefinite-term position Salary: $15,000\.00 \- $20,000\.00 per month Benefits: * Life insurance * Cafeteria service * Meal vouchers Application Question(s): * Have you previously used any ticketing system or CRM (e.g., Odoo, Zendesk, Salesforce)? * Are you comfortable explaining administrative or billing concepts to a customer when necessary? * Do you have experience diagnosing technical issues remotely (without physically seeing the equipment)? Education: * Completed Bachelor’s degree (Mandatory) Work Location: On-site employment