T1 Technical Support Agent (Bilingual)

About Powerfleet Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data—regardless of source—and delivers actionable insights to help companies meet their strategic objectives around Safety, Compliance, Efficiency and Sustainability. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.
About the role
Join our Global T1 Customer Support team as the first point of contact for customers who need help with inquiries, incidents, and common technical or account-related issues. You will provide timely, professional first-level support, work closely with other support tiers and departments, and help deliver a seamless, high-quality customer experience.
North American Customer Support: Support is delivered to customers in the United States and Canada by phone and email, making fluent spoken and written English essential.
What you will do
· Respond to customer inquiries via chat, email, or phone in a timely and professional manner.
· Troubleshoot and resolve technical issues and account-related questions.
· Process installation quality-control checks.
· Escalate complex cases to Tier 2 or the appropriate team when necessary.
· Maintain accurate, detailed records of customer interactions in the ticketing system.
· Collaborate with colleagues to improve processes, documentation, and customer satisfaction.
· Work toward performance KPIs, including response time, resolution rate, and customer satisfaction.
Work schedule and support coverage
Shifts are nine hours per day, consisting of eight working hours plus one hour for lunch, with two days off per week.
During onboarding, the working schedule will be Monday through Friday, from 8:00 AM to 5:00 PM.
After completing onboarding, you will transition to the operational support schedule as follows: The team provides support to customers in the United States and Canada, and support operations run from 7:00 AM to 11:00 PM Eastern Time, Monday through Sunday.
Your assigned shift will fall within these operating hours.
We aim to accommodate personal scheduling needs whenever possible. However, flexibility regarding assigned working hours is required.
What you bring
· Fluent written and spoken English.
· Basic technical knowledge or familiarity with comparable products and services.
· Basic knowledge of hardware and software, plus experience using CRM tools.
· Approximately one year of customer service or technical support experience is preferred.
· Availability to work shifts.
· A collaborative mindset, attention to detail, and willingness to learn and grow.
Skills that will help you succeed

• Clear communication: Explain technical solutions to non-technical users with a professional, concise tone.

• Practical problem-solving: Identify likely root causes, apply documented solutions, and know when to escalate.

• Customer focus: Show empathy, patience, and composure when handling challenging situations.

• Organization: Manage multiple cases and prioritize tickets according to urgency and impact.

Qualifications
A bachelor’s degree is preferred. Equivalent relevant work experience will also be considered.
The gross salary range for this full-time position is $19,000 - $19,800 MXN per month, depending on skills and experience.
Originally posted on Himalayas