**About PosiTrace**PosiTrace is a fast-growing **software-as-a-service (SaaS) provider** with over a thousand B2B customers in Mexico and worldwide.We specialize in **GPS Tracking and Fleet Management solutions** and are looking for a skilled **Technical Support Specialist** to join our team in Mexico.
**Responsibilities**- Provide telephone and online technical support to existing customers in Mexico, including diagnosing and troubleshooting **camera hardware and software issues**.
- Take ownership of customer issues, showing **urgency to resolve problems** and following up until they are fully resolved.
- Identify, analyze, and resolve customer technical problems efficiently.
- Document all inbound and outbound activities in the support ticketing system.
- Build lasting relationships with customers through **excellent customer service**, patience, empathy, and professionalism.
- Communicate clearly and effectively, adapting to the user's technical level.
- Demonstrate a **high level of initiative**, suggesting improvements or solutions proactively.
**Skills & Requirements**- **Experience**:



3-5 years in Helpdesk or Technical Support roles providing services to external customers.
- **Technical Knowledge**:- Linux operating systems.
- Electronics knowledge.
- Ability to diagnose and troubleshoot both software and hardware issues.
- Knowledge of **camera systems, networks, and connectivity (LAN/Wi-Fi/cellular)** is a plus.
- **Soft Skills / Customer Service**:- Excellent customer service skills, including patience, empathy, and professionalism.
- Strong communication skills (English and Spanish, spoken and written).
- Take ownership of issues and follow through until resolution.
- Urgency to resolve problems and a proactive mindset.
- High level of initiative and ability to work independently.
- **Other Skills**:- Familiarity with SLAs (Service Level Agreements).
- Strong organizational and time management skills with attention to detail.
**Education**- Bachelor's degree in **Information Technology, Electronics, or Engineering**.
**Terms of Employment**- Full-time role, Monday to Friday.
- On-site position in Mexico.

📌 Technical Support Specialist (Guadalajara)
🏢 Global Fleet Management
📍 Guadalajara