Bilingual Swap Specialist
Powerfleet seeks a Bilingual Swap Specialist to efficiently process device swaps, resolve issues quickly, and collaborate across teams in a people-first, global SaaS environment.
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.
Role Overview
The Swap Specialist is responsible for processing replacement and swap orders while ensuring devices are accurately provisioned to customer accounts in a timely manner. Acting as the first line of support, this role focuses on delivering fast, accurate resolutions to both customer and internal requests related to device swaps, system updates, and account configurations. The role also contributes to operational efficiency and continuous improvement of support processes and documentation (Knowledge base).
Key Responsibilities:
Process replacement and swap orders accurately, ensuring compliance with established service level agreements (SLAs)
Monitor and manage order queues daily, ensuring all cases are actioned promptly
Handle inbound and outbound customer communications (phone and email) regarding replacement requests, order status, and case updates
Create, update, and maintain accurate case records in Salesforce or other case management systems
Meet defined productivity, quality, and customer satisfaction KPIs
Collaborate with cross-functional teams to resolve complex cases and improve operational workflows
Support internal teams with issue resolution and execution of operational processes
Contribute to the continuous improvement of support documentation and knowledge base
Working Hours
Mon – Fri (7:00 AM – 3:00 PM summer time, 8:00 AM - 4:00 PM wintertime)
Qualifications and Skills required:
1–3 years of experience in customer service, call center operations, or case management environments
Living in Merida, Yucatán (position is remote, but occasional team gatherings at the office)
Proven ability to work in fast-paced, high-volume operational settings
Strong proficiency in Microsoft Office or Google Workspace (Excel/Google Sheets preferred)
High level of accuracy and attention to detail in data entry and case handling
Ability to multitask across calls, emails, chats, and case queues simultaneously
Excellent written and verbal communication skills
Advanced English proficiency (spoken and written), with the ability to work effectively with customers and cross-functional teams
Strong organizational skills, with the ability to prioritize urgent tasks while maintaining accuracy
Team-oriented mindset with a positive attitude and focus on continuous improvement
- Department
- Global Customers
- Locations
- Merida
- Remote status
- Fully Remote
- Employment type
- Full-time
Merida
About Powerfleet
Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in AIoT (Artificial Intelligence of Things) and SaaS-based mobile asset management. With over 30 years of expertise, we empower organizations worldwide to unify operations by ingesting, harmonizing, and integrating data from any source—transforming it into actionable insights that save lives, time, and money.
Our end-to-end solutions help businesses monitor, manage, and optimize everything from warehouse assets to connected vehicles, driving safety, efficiency, and sustainability across the supply chain. But we are more than just a technology company—our people-centric approach fosters innovation and long-term success for our customers.
Powerfleet serves over 2.6 million subscribers across 48,000 customers in 120 countries, with commercial operations spanning every major continent. Join us as we shape the future of intelligent mobility and business transformation.
Equal Employment Opportunity Statement
Powerfleet is committed to maintaining a diverse, equitable, and inclusive workplace where all individuals are treated with dignity and respect. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate or tolerate harassment on any protected basis under applicable laws in the countries where we operate, including characteristics such as race, ethnicity, nationality, religion, gender, gender identity or expression, sexual orientation, disability, or age.