Tech Support L 1.5

Description

Job Summary: A professional responsible for leading post-sales technical support operations, efficiently managing incidents and escalations, and strengthening customer experience. Key Responsibilities: 1. Lead post-sales technical support operations 2. Effectively manage incidents and escalations 3. Enhance customer experience and loyalty DESCRIPTION Tech Support L 1\.5 Ø Provide support to CAS in Colombia, BUPE, and Venezuela (others), leading the technical operations in their respective countries and managing escalations in the most effective and timely manner, aiming to integrate technical support into the "Customer Journey" and thereby foster brand commitment from the post\-sales perspective. Ø Develop and lead training programs for our CAS and REL customers (IT Clinics), promoting greater use of our automated tools and correct execution of technical procedures. Ø Lead the deployment of shared procedures developed by our Engineering team, minimizing the impact of escalated cases. Identify technical opportunities for improvement within our ASPs and CECs to develop action plans that enhance repair turnaround time, repair quality, and first-contact resolution. Ø Visit customers on-site to inspect equipment reported with issues. Ø Conduct root cause analysis of quality-related issues for subsequent escalation to higher support levels. Ø Share technical findings from investigations with the commercial team, channel partners, retailers, and wholesalers, requiring a profile with strong assertive communication skills. Ø Provide on-site support to various CAS and customers to ensure proper diagnostic processes and escalations when required. Ø Prepare technical reports on root cause findings and resolutions. Ø Monitor key tech support metrics such as RRR, PPSN, among others. REQUIREMENTS Technician or graduate in Systems Engineering, Telecommunications, Electronics, or related fields, with knowledge of on-site Level 1\.5 support. A professional responsible for leading post-sales technical support operations for CAS in Colombia, BUPE, and Venezuela, ensuring efficient incident and escalation management, as well as seamless integration of technical support into the *customer journey* to strengthen customer experience and loyalty. The role includes designing and delivering technical training (IT Clinics) for service centers and customers, deploying engineering-defined procedures, and identifying improvement opportunities in ASPs and CECs through technical analysis aimed at optimizing repair turnaround time, repair quality, and first-contact resolution. Additionally, the role involves conducting root cause analysis of failures, preparing technical reports, monitoring key performance indicators (e.g., RRR and PPSN), and acting as a strategic liaison between technical, commercial, and channel teams—complemented by on-site visits and operational support to ensure compliance with standards and continuous service improvement.