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 adecuado 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.

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