Sr Technical Support Associate

📍 Job Overview

• Job Title: Senior Technical Support Associate
• Company: Resideo
• Location: San Luis Potosí City, San Luis Potosí, Mexico
• Job Type: Full time
• Category: Customer Support & Technical Support
• Date Posted: 2025-07-31
• Experience Level: Mid-level (2-5 years)
• Remote Status: Hybrid

🚀 Role Summary

• Key Responsibilities: Provide reliable technical assistance to internal and external customers, drive issue resolution, and build customer relationships.
• Key Skills: Customer service experience, advanced English skills, shift availability, and the ability to manage challenging customer interactions.
• Industry Context: The role involves supporting complex technical products and requires a strong customer focus and continuous improvement mindset.

📝 Enhancement Note: This role offers an opportunity to build business acumen while addressing customer technical needs and driving process improvements.

💻 Primary Responsibilities

• Customer Support: Facilitate issue identification and analysis, investigate and resolve technical issues, and track requests resolution.
• Training & Knowledge Sharing: Provide technical training, develop and share knowledge, and support a knowledge-sharing mindset.
• Process Improvement: Help develop Technical Support processes and ensure proper documentation and recording of all activity and communication.
• Relationship Building: Build and maintain relationships with customers, test products and software, and collaborate with the team to solve complex technical problems.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, attention to detail, and the ability to thrive in a fast-paced environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience.

Experience: 2-5 years of customer service experience, preferably in a call center environment.

Required Skills:

• Customer service experience (call center preferred)
• Advanced written and verbal English skills
• Shift availability
• Ability to professionally manage challenging customer interactions and deliver effective, solutions-oriented resolutions
• Experience thriving within fast-paced environments while maintaining efficiency and attention to detail

Preferred Skills:

• Industry experience (preferred)
• Good interpersonal and verbal & written communication skills
• Strong continuous improvement mindset and leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management & Call Center Management
• Good administration skills

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

💵 Compensation & Benefits

Salary Range: Not specified. According to Glassdoor, the average salary for a Technical Support Specialist in San Luis Potosí, Mexico, is around MXN 35,000 - 50,000 per month.

Benefits:

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

Working Hours: 40 hours per week, with shift availability required.

📝 Enhancement Note: The salary range is estimated based on market data and should be confirmed with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Resideo is a global provider of home comfort and security solutions, operating in the residential and commercial markets.

Company Size: Resideo has approximately 15,000 employees worldwide, providing a medium-sized company environment for web developers and server administrators.

Founded: Resideo was founded in 2018, following the spin-off from Honeywell International.

Team Structure:

• The Technical Support team is responsible for providing assistance to customers, resolving technical issues, and driving process improvements.
• The team works closely with other departments, such as Product Development and Sales, to ensure customer satisfaction and product quality.

Development Methodology:

• Resideo follows a customer-centric approach, focusing on continuous improvement and driving customer satisfaction.
• The company uses Agile methodologies to manage projects and drive innovation.

Company Website: https://www.resideo.com/

📝 Enhancement Note: Resideo's focus on customer satisfaction and continuous improvement creates an environment where web developers and server administrators can drive meaningful impact on customer experiences and product quality.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for mid-level customer support professionals seeking to build their career in technical support and customer service.

Reporting Structure: The Senior Technical Support Associate reports directly to the Technical Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction, product quality, and process improvement. Technical support professionals in this role can influence customer experiences and drive technical solutions that address customer needs.

Growth Opportunities:

• Develop expertise in technical support and customer service, leading to potential promotions or career transitions within the Technical Support team or other departments.
• Build business acumen and leadership skills through driving process improvements and collaborating with cross-functional teams.
• Expand technical knowledge through working with various products and supporting customers with diverse needs.

📝 Enhancement Note: This role offers opportunities for career growth and skill development in customer support, technical support, and process improvement.

🌐 Work Environment

Office Type: Resideo's office in San Luis Potosí, Mexico, offers a collaborative and inclusive work environment, with access to cutting-edge tools and resources.

Office Location(s): San Luis Potosí City, San Luis Potosí, Mexico

Workspace Context:

• The workspace is designed to facilitate collaboration and knowledge sharing among team members.
• Employees have access to multiple monitors and testing devices to support their work.
• The work environment encourages cross-functional team interaction and collaboration with designers, marketers, and other stakeholders.

Work Schedule: The work schedule is flexible, with shift availability required to support customers during peak hours.

📝 Enhancement Note: Resideo's work environment fosters collaboration and knowledge sharing, enabling technical support professionals to thrive and drive customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen to assess communication skills and customer service experience.
2. Technical assessment to evaluate problem-solving skills and ability to manage challenging customer interactions.
3. In-depth interview to discuss customer service experience, technical skills, and cultural fit.
4. Final interview with the hiring manager to evaluate overall fit and make a hiring decision.

Portfolio Review Tips: (N/A - Customer Support Role)

Technical Challenge Preparation:

• Brush up on customer service skills and problem-solving techniques.
• Prepare examples of managing challenging customer interactions and driving effective, solutions-oriented resolutions.
• Familiarize yourself with Resideo's products and customer support processes.

ATS Keywords: (N/A - Customer Support Role)

📝 Enhancement Note: The interview process focuses on assessing customer service skills, problem-solving abilities, and cultural fit, with a strong emphasis on communication and interpersonal skills.

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Role)

👥 Team Culture & Values

Web Development Values: (N/A - Customer Support Role)

Collaboration Style:

• Resideo fosters a collaborative work environment, with a strong emphasis on knowledge sharing, continuous learning, and cross-functional teamwork.
• The company encourages a customer-centric approach, with a focus on driving customer satisfaction and product quality.

📝 Enhancement Note: Resideo's collaborative culture enables technical support professionals to work effectively with cross-functional teams and drive meaningful impact on customer experiences and product quality.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing challenging customer interactions and driving effective, solutions-oriented resolutions.
• Thriving in a fast-paced environment while maintaining efficiency and attention to detail.
• Building and maintaining relationships with customers, supporting their technical needs, and driving customer satisfaction.

Learning & Development Opportunities:

• Develop expertise in technical support and customer service through hands-on experience and continuous learning.
• Build business acumen and leadership skills through driving process improvements and collaborating with cross-functional teams.
• Expand technical knowledge through working with various products and supporting customers with diverse needs.

📝 Enhancement Note: This role offers opportunities for career growth and skill development in customer support, technical support, and process improvement, with a strong focus on driving customer satisfaction and product quality.

💡 Interview Preparation

Technical Questions:

• Prepare examples of managing challenging customer interactions and driving effective, solutions-oriented resolutions.
• Familiarize yourself with Resideo's products and customer support processes.
• Brush up on problem-solving skills and customer service techniques.

Company & Culture Questions:

• Research Resideo's products, customer support processes, and company culture.
• Prepare questions to ask the interviewer about the team, company goals, and growth opportunities.

Portfolio Presentation Strategy: (N/A - Customer Support Role)

📝 Enhancement Note: The interview process focuses on assessing customer service skills, problem-solving abilities, and cultural fit, with a strong emphasis on communication and interpersonal skills. Prepare examples of managing challenging customer interactions and driving effective, solutions-oriented resolutions.

📌 Application Steps

To apply for this Senior Technical Support Associate position:

1. Submit your application through the provided link.
2. Tailor your resume to highlight your customer service experience, problem-solving skills, and communication abilities.
3. Prepare for the interview process by brushing up on your customer service skills, problem-solving techniques, and familiarizing yourself with Resideo's products and customer support processes.
4. Research Resideo's company culture, products, and customer support processes to demonstrate your interest and preparation for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.