Technical Support Associate 2 - Mexicali

📋 Description

• Handle inbound Field Service technical support calls routed through designated channels.
• Resolve issues using documented KB articles and workflows.
• Document troubleshooting and resolutions in CRM.
• Review da Vinci system logs and escalate per guidelines.
• Create, update, and manage cases in CRM per processes.
• Escalate unclear issues to a Technical Support Engineer; no deep root cause分析.

🎯 Requirements

• Experience in regulated call center or technical support.
• Familiarity with medical device quality systems and docs.
• Experience in escalation-based support models.
• Fluent in Spanish and English (85%).
• Strong oral/written communication and customer service skills.
• Working knowledge of computers, Salesforce, and MS Office.

🎁 Benefits

• Onsite work in a call center environment.
• Flexible work schedule.
• Ad-hoc projects as assigned by management.