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, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Powerfleet’s ethos transcends our data ecosystem and commitment to innovation; our people-centric approach empowers our customers to realize impactful and sustained business improvement. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 Countries, with commercial operations in every major continent.

About the Role:

As a Regional Tier 1 Support Agent, you will be part of the Global Customer Operations team—a centralized function that delivers world-class operational and technical support to sales offices and customers worldwide. In this role, you will serve as the first line of support, ensuring swift and accurate resolution of customer and internal tickets related to device setup, system maintenance, and organizational settings. You will also support internal teams with operational processes and contribute to continuous improvement of our support knowledge base. 

Key Responsibilities:

• Respond to, update, and resolve customer and internal support tickets efficiently, escalating only when necessary

• Deliver first-line technical support via ticketing systems, calls, and other communication channels

• Troubleshoot and resolve reported issues, engaging advanced support and development teams as needed

• Provide clear and accurate technical instructions to field technicians and partners

• Conduct live quality control of installations, de-installations, and maintenance activities

• Detect and manage false events and execute database bulk fixes

• Support internal operational teams with issue resolution and process execution

• Maintain accurate records of system configurations, naming conventions, and asset tracking

• Create and manage driver and user accounts, and assign access rights to MiX systems

• Set up alerts, notifications, and transfer vehicles across databases and sites Work Schedule 

This is a global support role requiring participation in a rotating shift schedule, occasional weekend and public holiday coverage may be required and will be shared across the team. The successful candidate must based in the country of Mexico and have the right to work there.

Qualifications and Skills required:

• Proven track record of delivering excellent customer service

• Strong interpersonal and collaboration skills with a positive team spirit

• Highly analytical, organized, and capable of managing multiple priorities

• Creative problem-solving mindset with the ability to work independently

• Successful candidates will demonstrate impeccable oral & written communication skills in both languages, characterized by a neutral Spanish accent that is easily understood by Spanish speakers worldwide. Plus, a proficient high level of English, enabling clear, concise, and regionally adaptable communication with our international customer base, is equally crucial.