• Serás la pieza clave para la implementación, mejora y mantenimiento de nuestra infraestructura de Contact Center • Colaborarás directamente con equipos globales

• Provide intermediate level HVAC technical support to sales representatives, customers and service groups • Manages large amounts of incoming calls and emails • Promptly and accurately enters all incoming requests within Salesforce CRM • Maintains communication records, necessary paperwork within Salesforce • Reflect correct customer and case details with up-to-date information • Build sustainable relationships and trust with customer accounts through open and interactive communication • Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers • Communicates problem areas to the appropriate parties as the need arises to ensure that problems or possible problems are surfaced, and corrective action taken in a timely manner • Provides information to customers on an on-going basis to answer questions or provide information with respect to their case status • Provide weekly and daily updates and reports of cases status and group metrics • Provides authorizations for parts warranty request upon identifying quality related opportunities • Conducts training sessions in a formal classroom or on the job site on product application, operation and maintenance • Consults and collaborates with Engineering and Manufacturing on quality and product design improvements • May provide coaching, and/or mentoring to a subordinate group or staff member • Write service literature, including flow charts and create micro videos • Works closely with Manager on metrics, service opportunities, and manuals

• Provide support for EDI transactions, FTP file transfers, ABI/customs uploads and general application support for Southern Border customer-related processes. • Support Southern Border Operations with troubleshooting issues related to customs clearance. • Coordinate with customers for FTP password changes and configuration requirements. • Support client testing, validate application errors, perform retriggers/reprocessing, and work with business, technical, client, and vendor teams to ensure smooth shipment and customs data processing.

• Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware environments • Perform initial triage and validation of MDR incidents to determine severity and impact • Build and maintain strong relationships with customers and partners • Interact with Engineering and Business departments to resolve complex technical customer issues • Participate in developing documentation, knowledge base, and technical articles on Acronis products.