Bilingual Customer Service Engineer (English/ Spanish)

Who are we?
Kramer is a leading player and pioneer in the audio-visual industry. Our product and solutions power creativity, collaboration, and engagement.
At Kramer, we make award-winning, innovative, and reliable audio-visual hardware, software, and cloud-based solutions. We believe that technology can amplify the human experience and help people reach their potential.
Enterprise companies, schools, universities, governments, and military end-users trust and rely upon our technologies in more than 100 countries across six continents worldwide.
From AVSM to advanced cloud-based communication, collaboration and control solutions, Kramer creates audio visual experiences that are more engaging, more inclusive and more connected than ever before.

About the role
We are looking for a bilingual (English/Spanish) and customer-oriented Customer Service Engineer to join the Americas regional team. This position will work out of our Mexico City office on a hybrid-basis (3 days in office) and provide first and second tier technical support and troubleshooting, in addition to managing technical and administrative issues to closure. This role reports to the Customer Service Director in the Americas, and has a strong focus on technology, problem-solving, networking, and customer service. Please note, candidates under consideration for this position must be able to also easily speak, read, and write fluently in English.

What will your job look like?

1. Identify, investigate, and resolve users’ problems with AV equipment or software.
2. Troubleshoot through calls, emails, and/or other communication regarding software programming, connectivity, and similar concerns.
3. Consult with users to determine steps and procedures taken to identify and resolve the problem while ensuring a timely resolution.
4. Apply knowledge of software, hardware, and procedures to solve problems.
5. Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

Requirements:

1. Bachelor’s degree in computer science or related field, preferred.
2. MUST be able to speak, read, and write fluently in English and Spanish.
3. Prior experience in a technical support or customer service role, with exposure to IT or AV equipment, preferred.
4. Excellent communication, interpersonal skills, and the ability to operate within a remote, global team environment.
5. Strong interest in technology and willingness to learn new systems and tools.
6. Ability to explain technical issues to technical and nontechnical employees and customers is a plus.