Sr Technical Support Associate
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
- Customer service experience
- Excellent English Communication Skills
- Demonstrated reliability, including consistent attendance, punctuality, and adherence to work schedules
- 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
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.
#LI-HYBRID
Resideo is a global leader in smart home and building solutions, with trusted brands including Honeywell Home, First Alert, and Resideo helping people feel more comfortable, secure, connected, and in control every day. Our products and technologies are found in more than 150 million homes and businesses worldwide. From intelligent climate solutions to security, sensing, water, and connected home technologies, Resideo develops and manufactures products designed to simplify everyday life and help protect what matters most. Our global teams span engineering, manufacturing, software, product management, supply chain, customer experience, and more - all working together to shape the future of connected living through innovation, quality, and meaningful real-world impact. At Resideo, our teams help create products and experiences that make everyday life more comfortable, secure, and connected for millions around the world. Learn more at www.resideo.com.
You can find out more about how the talent community works here: Resideo Talent Community Terms. Our recruitment privacy notice Resideo -Recruitment Privacy Notice - Dec 16 2022 describes in more detail how we process your personal data and how you can exercise your personal data rights.
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Hiring Salary Range
Work Location
Incentive Eligible
Frequently Asked Questions
Apply
Submit your application through the Resideo careers site. Our Talent Acquisition team reviews applications based on alignment with the role.
Connect
If your background aligns, a recruiter may reach out to schedule an initial conversation to learn more about your experience and answer questions.
Interview
You may meet with hiring managers and team members through virtual or in-person interviews. The number and format of interviews can vary by role.
Decision and Offer
After interviews, the team reviews feedback and makes a decision. If selected, we will connect with you on next steps and offer details.
You can explore open roles and apply directly through the Resideo careers site. The Resideo Talent Acquisition team reviews applications submitted through the careers site and evaluates how a candidate’s experience aligns with role requirements.
Yes. Candidates are welcome to apply for multiple roles at Resideo.
The Resideo Talent Acquisition team will communicate with candidates throughout the hiring process. Timing may vary depending on the role and location.
Timelines vary based on the role, interview process, and location. Your Talent Acquisition Partner will keep you informed along the way.
You can join our Talent Network to stay connected on future opportunities, events, and updates.
All open roles are posted on the official Resideo careers site. Our Talent Acquisition team communicates using Resideo email addresses and will never request payment or financial information during the hiring process.
At Resideo, we aim to create an inclusive hiring experience where you’re evaluated based on your skills, experience, and potential. We welcome candidates from all backgrounds and are committed to a fair and respectful process.
If you need an accommodation at any stage of the application or interview process, our Talent Acquisition team is here to support you.
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