At Mobik Retail, we believe that quality is not just a goal but a way of life. We are looking for a passionate User Executive & Support Executive who not only aspires to meet standards but constantly seeks to exceed them. If you have a genuine commitment to excellence and a burning desire to ensure customer happiness and satisfaction through impeccable products, this position is for you!
We are looking for a combination of two talents with the same core function - to help people. We are seeking someone who is a born educator and also has experience in an IT support role. Or an IT support professional who is seeking to expand into instructional design and training facilitation.
The overall scope of the IT support portion is our Microsoft O365 suite, our custom-made retail project management system, and other widely used programs like monday.com or Miro.
The portion of the role solely focusing on user success is all about prevention: How might we educate and empower our people to work effectively and with confidence?
Who would be the right fit?
- Self-starter who wants accountability instead of instructions
- Highly organized
- Excellent communicator and creative problem-solver
- Can keep their calm and lead through difficult situations
- Client/Customer Experience Professional
- Creative mind with an eye for quality
- Takes pride in their work and helps others to shine
Responsibilities
- Responding to IT support tickets, troubleshooting, and implementing resolutions
- Investigating and mitigating issues' root cause
- Imaging new laptops (Windows, Mac)
- Network and systems monitoring
- Being a cybersecurity evangelist
- Working hand-in-hand with our external IT support vendor
- Creating bi-lingual education materials and support documentation (English & Spanish)
- Delivering onboarding training
- Delivering continuous IT and Product training
- Contributing to our online knowledge base (SharePoint)
Requirements
- Advanced knowledge of Microsoft O365 suite
- Working knowledge of PowerApps
- Basic administrator experience with Microsoft Admin, Microsoft Defender, One Drive and SharePoint
- Experience with hardware and software inventory management
- Experience in delivering user-oriented trainings
- Proven experience with designing education materials
- Knowledge of SCRUM Methodology
- Strong communication skills
- Project management experience
- Spanish - Fluent Level
- English - Fluent Level
What do we offer?
- Competitive rewards package
- Hybrid work from Mexico City (Monday, Friday - home office possible)
- Dynamic working environment
- Role with visible impact
- Space for growth
- Great company culture and coworkers
- Technology allowance
Score Card
- Support tickets resolution satisfaction
- Growing internal knowledge base
- Product Adoption
- Onboarding satisfaction
- Quality and consistency of education materials
- Quality and consistency of delivered trainings
How to apply?
Please submit your resumé in both Spanish and English, and at least one example of your work (learning materials, training presentation, support documentation, etc.).
Tipo de puesto: Tiempo completo
Sueldo: $25,000.00 - $35,000.00 al mes
Tipo de jornada:
Lugar de trabajo: remoto híbrido en 11320, Ciudad de México, CDMX
