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 industrial automation and robotics solutions. Key Highlights: 1. Office-based support role 2. Remote resolution of technical incidents 3. Case management and customer service 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:** Diagnose and resolve faults via phone and tickets (Odoo). * **Case Management:** Document incidents and track them to closure. * **Customer Service:** Provide clear communication to resolve technical and operational questions. * **Administrative Support:** Offer general guidance to customers regarding their contracted services. **Candidate Profile:** * **Education:** Bachelor’s degree in Electronics Engineering, Mechatronics, Robotics, or related field (intern or graduate). * **Experience:** 1–3 years in technical support or industrial customer service. * **Plus:** 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:** Food 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 * Food vouchers Application Question(s): * Have you previously used any ticketing or CRM system (e.g., Odoo, Zendesk, Salesforce)? * Are you comfortable explaining administrative or billing concepts to a customer when necessary? * Do you have experience diagnosing technical faults remotely (without physically seeing the equipment)? Education: * Completed bachelor’s degree (Mandatory) Work Location: On-site employment