This role is responsible for driving customer satisfaction and operational efficiency by resolving complex, escalated technical issues across our industrial, mobile, and RFID printing portfolios. Utilizing deep hardware and software expertise, the successful candidate will diagnose complex print engine failures, address high-tier calibration challenges, and ensure maximum uptime for critical business environments. Additionally, you will maintain standard-setting response times and proactively contribute to the continuous improvement of the Technical Support Team's printing diagnostic tools and processes.
Advanced Hardware & Software Troubleshooting
Expertly diagnose, troubleshoot, and repair print engines , label printers, and mobile printing units to significantly reduce customer downtime.
Configure menus, test sensors, and perform precise printhead adjustments to ensure optimal barcode and RFID readability.
Software Integration: Utilize industry-leading tools, including Zebra Setup Utilities and ZebraDesigner , for seamless device configuration and custom label design.




Customer Success & Escalation Management
Serve as the primary escalation point for resolving highly complex, diverse technical issues that require deep data analysis and critical thinking.
Deliver exceptional technical support to customers via telephone, email, and chat, demonstrating active listening and empathy in high-pressure situations.
Act as a mentor and escalation point to support and guide less experienced agents on the team.
Develop, refine, and improve support processes, tools, and platform developments to enhance the overall customer experience.
Analyze data and prepare detailed reports on the effectiveness and efficiency of the support center.
Bachelor's Degree or equivalent vocational qualification/experience in a related technical field.
Experience: 4 to 5 years of proven experience in technical support, with a strong emphasis on hardware maintenance (printing devices, RFID, and mobil

📌 Technical Customer Support, Support Sr. (Ciudad de México)
🏢 NCSL International
📍 Ciudad de México