Especialista en Helpdesk - Híbrido

KioSoft Technologies LLC (“KioSoft”) is a growing hardware and software company providing turn key custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries. KioSoft has operations in the United States, Canada, China, Korea, and authorized dealers worldwide.

***Our Culture*** 

At KioSoft, we value innovation, collabotarion and commitment to excellence. We foster an inclusive and dynamic work environment where every team member

can grow and develope professionally.

We are looking to hire 2-3 Help Desk Technicians at our office opening in Mexico City!

Main Duties and Responsibilities:

***Technical/ Customer Support***

• Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.
• Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.

***Technical Expertise***

• Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
• Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.
• Stay updated with the latest industry trends and best practices related to KioSoft Technology products, 

***Continuous Process Improvement***

• Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.

***Customer Advocacy/Customer Success***

• Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
• Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.

  Minimum Qualifications

• Advance English
• Associate's degree in a relevant field or equivalent practical experience in lieu of education
• Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
• Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.
• Strong technical aptitude and ability to quickly learn and understand complex software products.
• Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools. 
• Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions.
• Open to rotate shifts and work on weends

  Preferred Qualifications

• Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.

Physical Requirements

• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel (in English and Spanish) 

*Please submit resumes in English*