Descripción y detalle de las actividades * Frontline support: Own inbound calls/emails/chats; log and triage cases in HubSpot with clean notes and SLAs. * Technical troubleshooting: Guide customers through setup, operation, and basic diagnostics for pumps, power units, and attachments (mechanical/hydraulic/electrical). * Quoting \& order entry: Build quotes in HubSpot; process orders/RMAs and parts picklists in Epicor (or similar ERP). * Parts identification: Read drawings, BOMs, and exploded views to identify correct seals, bearings, liners, impellers, hoses. * Case coordination: Escalate to engineering/field service; follow through to resolution and confirm customer success. * Knowledge base: Document fixes, FAQs, and how\-to guides to reduce repeat tickets. * Logistics \& warranty: Coordinate shipments/returns; verify warranty eligibility and approvals. * Drive CSAT/NPS and hit response/resolve time targets. Experiencia y requisitos **Must\-Have:** * Excellent English (spoken \& written); confident and clear on the phone and in email. * HubSpot CRM experience (tickets, deals/quotes, knowledge base). * Strong attention to detail and documentation discipline. * **Demonstrated technical aptitude (mechanical/hydraulic/electrical basics).** * Comfortable reading drawings/BOMs and using part catalogs. * Proficiency with Excel/Sheets and general office tools. * Ability to multitask, prioritize, and stay calm under pressure. Nice\-to\-Haves * Epicor (or similar ERP: NetSuite, SAP, Infor) for order entry, RMAs, inventory. * **Background in industrial equipment, pumps, rotating machinery, or heavy fabrication.** * Experience with remote support tools (video calls, annotated screenshots). Success Metrics (what you’ll be measured on) * First\-response and resolution time to SLA * Case quality (complete notes, correct dispositions, KB contributions) * CSAT/NPS and repeat contact rate * Quote turnaround time and order accuracy Beneficios * Beneficios de acuerdo a la LFT **Número de vacantes** 1 **Área** Atención a Clientes/Call Center/Telemarketing **Contrato** Permanente **Modalidad** Presencial **Turno** Diurno **Jornada** Tiempo Completo **Horario*** Tiempo completo * Lunes a viernes **Estudios** Carrera con título profesional **Inglés** Hablado: Avanzado, Escrito: Avanzado **Disponibilidad p. viajar** No