Job Description

What we need
The Technical Support Specialist serves as a primary customer-facing technical resource for both external and internal customers. This role is responsible for providing technical assistance, troubleshooting product-related issues, and helping customers maximize the value of Brady's hardware, software, and mobility solutions.
The idóneo candidate is customer-focused, technically proficient, and passionate about solving problems while delivering an outstanding support experience.
What you'll be doing
Provide remote diagnostics, troubleshooting, root cause analysis, and resolution of technical issues.
Deliver customer support through multiple communication channels, including phone, email, chat, and service management platforms.
Follow established support processes and service-level expectations to ensure timely issue resolution.
Collaborate effectively with internal teams, technical specialists, and management to address customer concerns.
Accurately document incidents, troubleshooting activities, and resolutions in the case management system.
Escalate complex issues to appropriate technical teams while maintaining ownership and communication with the customer.
Keep customers informed of status updates, timelines, and changes to expectations throughout the support process.
Maintain a strong technical understanding of assigned products, solutions, and technologies.
Contribute to the creation, review, and maintenance of knowledge base articles and technical documentation.




Support continuous improvement initiatives by identifying recurring issues and recommending process enhancements.
Ensure a professional, customer-centric approach in all interactions with customers and colleagues.
Participate in training activities to stay current on new product releases, technologies, and support procedures.
Assist with special projects and other related responsibilities as assigned.
Meet individual and team performance metrics while contributing to overall customer satisfaction goals.

Qualifications

What you'll need to be successful:
Required Qualifications:
Bachelor's degree completed or currently in progress.
Minimum of 1 year of experience providing technical support for mobile devices and applications.
Experience supporting major operating systems, including: iOS
Android
Microsoft Windows

Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Fluent English proficiency.
Fluent Portuguese proficiency.
Ability to work effectively in a customer-focused, fast-paced environment.
Availability to work within a shift-based schedule.
Preferred Qualifications
Additional European language skills.
Experience with SAP, Salesforce (SFDC), or similar business systems.
Knowledge of Order-to-Cash (OTC) processes.
Experience supporting continuous improvement initiatives, Lean, or Six Sigma methodologies.
Experience working in a global or multi-cultural business environment.
Understanding of customer claims, dispute resolution, and order fulfillment processes.

Additional Information

All your information will be kept confidential according to EEO guidelines.

📌 Lead Tech Support Specialist (San Luis Potosí)
🏢 Brady
📍 San Luis Potosí