Onboarding Support Associate (Monterrey)

Responsibilities

• Address customer inquiries, ensuring a high level of satisfaction and providing clear and concise guidance.
• Escalate complex issues to Onboarding Support Specialists when necessary, ensuring that customers receive the help they need.
• Maintain accurate and detailed records of customer interactions, issues encountered, and the resolutions provided.
• Document any missing, defective, or Dead on Arrival (DOA) components during the installation process, and coordinate with relevant teams for quick resolution.
• Contribute to the creation and maintenance of a knowledge base by documenting common issues and solutions.
• Collaborate with Authorized Service Contractors (ASC) and internal teams to troubleshoot and resolve hardware, software, or network issues during initial product installations.
• Recommend replacements or upgrades for any defective or suboptimal components identified.
• Work closely with ...