Help Desk Analyst

KioSoft Technologies LLC (“KioSoft”) is a growing hardware and software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries. KioSoft has operations in the United States, Canada, China, Korea, and authorized dealers worldwide.The company's strength lies in its ability to provide a comprehensive blend of superior technology and customized software solutions. These range from the most basic machine interfaces to custom applications to branding to complex networking solutions.We are looking to hire 4 Help Desk Technicians at our office in Mexico City!Main Duties and Responsibilities:Technical/ Customer Support:Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.Technical Expertise:Maintain a deep understanding of KioSoft Technologies products, features, and functionality.Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.Continuous Process Improvement:Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.Customer Advocacy/Customer Success:Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights. Minimum QualificationsAbility to communicate in English and SpanishAssociate's degree in a relevant field or equivalent practical experience in lieu of educationMinimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.Strong technical aptitude and ability to quickly learn and understand complex software products.Excellent problem-solving and analytical skills with a proactive approach to issue resolution.Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.Familiarity with support ticketing systems and customer relationship management (CRM) tools.Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.Preferred QualificationsExperience with knowledge base creation and Knowledge-Centered Service (KCS) standards.Physical RequirementsMust be able to be in a stationary position more than 50% of the timeMust be able to communicate, converse, and exchange information with peers and senior personnel (in English and Spanish) Constantly operates a computer and other office productivity machinery, such as a computerThe person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situationsThe person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.*Please submit resumes in English*