L1 Associate Technical Support

About the role:

Youll join our frontline Technical Support team a group of highly skilled and customer-focused professionals who serve as the first point of contact for our this role youll provide exceptional technical assistance across multiple channels phone chat and email helping customers resolve complex issues and get the most out of Samsaras technology.

Youll thrive in a fast-paced independent environment where responsiveness and ownership are key while also collaborating closely with support teammates across global locations to deliver a seamless and world-class customer experience.

As this is a remote role a reliable internet connection and a distraction-free work environment are required to perform duties effectively and at full capacity.

This is a remote position open to candidates based in Mexico City - Metropolitan area Monterrey Guadalajara and Querétaro.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impacthelping to keep the lights on get food into grocery stores reduce emissions and most importantly ensure workers return home safely.
• You are the architect of your own career: If you put in the work this role wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
• Youre energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative ambitious ideas for our customers.
• You want to be with the best: At Samsara we win together celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role you will:

• Respond to inbound customer requests for assistance through live channels (phone email and chat).
• Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
• Self-Manage personal workload in an effective and efficient manner
• Utilize available knowledge tools and resources to resolve customer issues
• Clearly and concisely documenting communications with Customers
• Champion role model and embed Samsaras cultural principles (Focus on Customer Success Build for the Long Term Adopt a Growth Mindset Be Inclusive Win as a Team) as we scale globally and across new offices

Minimum requirements for this role:

• High school diploma required along with an Associates degree or technical certifications in a related field.
• 1 year of experience in a technical product support role preferably within SaaS IoT or networking environments.
• Technical know-how - youre comfortable interfacing with customers translating complex technical concepts into everyday language and working with SaaS system
• Interest and ability to work in a fast-growing environment with changing responsibilities.
• Technical knowledge in cloud applications mobile computing and hardware device troubleshooting
• Availability to work a flexible schedule which may include evenings weekends and holidays as needed.

An ideal candidate also has:

• General knowledge about Electrical circuits GPS and telematics.

Required Experience:

IC