Sr Technical Support Associate

Be part of a team that solves complex technical problems for the customer & Learn to apply highest standards of customer support. Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Help desk.

You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. Build business acumen while learning to address customers' technical needs.

In this role, candidates are expected to demonstrate strong reliability and accountability, including consistent on-time attendance, adherence to assigned schedules, and active engagement in handling customer interactions without avoidance behaviors.

JOB DUTIES:

Facilitate issue identification and analysis

Investigate and resolve technical issues

Track requests resolution

Provide technical training

Build relationships with customers

Test products & software

Develop and share knowledge

Adhere to assigned work schedules, including timely start of shift, breaks, and end-of-day expectations

Maintain full engagement during working hours, ensure timely response and completion of all assigned customer interactions

YOU MUST HAVE:

Customer service experience

Fluent English Communication Skills

Demonstrated reliability, including consistent attendance, punctuality, and adherence to work schedules

WE VALUE:

Experience in the industry is preferred

Good interpersonal and verbal & written communication skills

Strong continuous improvement mindset, strong leadership impact

Experience with Salesforce.com and SharePoint

Demonstrated experience with Knowledge Management & Call Center Management

Good administration skills

Strong sense of accountability and ownership, with consistent follow-through on assigned responsibilities

Ability to work in a structured, performance-driven environment, maintaining high levels of productivity, availability, and adherence to operational standards

This role requires a high level of commitment to customer service standards, operational discipline, and adherence to time and attendance expectations. These requirements are essential to ensuring team performance and customer satisfaction.

WHAT’S IN IT FOR YOU?

Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.

A collaborative and inclusive work environment where your contributions are valued.

Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.

Access to cutting-edge tools, resources, and a supportive team to help you excel.

The chance to work with a global, innovative company shaping the future in its industry.

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Resideo Technologies has announced its intention to spin off ADI Global Distribution and establish it as a separate, publicly traded company. Under this plan, ADI will continue its role as a leading global wholesale distributor serving commercial and residential markets, while Resideo will retain its manufacturing and product-solutions business. Upon separation, both companies will operate independently to better serve their respective markets and customers. The spin-off is currently targeted for completion in the second half of 2026, subject to customary conditions.

Resideo is a $6.76 billion global manufacturer, developer, and distributor of technology-driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use, and smart living. We focus on the professional channel, serving over 100,000 contractors, installers, dealers, and integrators across the HVAC, security, fire, electrical, and home comfort markets. Our products are found in more than 150 million residential and commercial spaces worldwide, with tens of millions of new devices sold annually. Trusted brands like Honeywell Home, First Alert, and Resideo power connected living for over 12.8 million customers through our Products & Solutions segment. Our ADI | Snap One segment spans 200+ stocking locations in 17 countries, offering a catalog of over 500,000 products from more than 1,000 manufacturers. With a global team of more than 14,000 employees, we offer the opportunity to make a real impact in a fast-growing, purpose-driven industry. Learn more at www.resideo.com .