Service Desk Agent

ExactlyIT
Puebla, Pue.

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Información del empleo

Beneficios

Seguro dental
Descuento de empleados
Seguro de vida

Cualificaciones

Administración de personal
Servicio al cliente
Gestión de servicios de TI
Inglés
Administración del desempeño
Bachillerato
Administración del tiempo

Descripción completa del empleo

Puebla, Mexico

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.

General Accountabilities

Maintains daily communication with the team and hits productivity standards.
Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.
Respond to High and Critical priority tickets/projects according to standard operating procedures.
Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
Assists the manager with the daily operation of the Service Desk, including the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
Monitor and troubleshoot all production networks, servers, applications, and services. Evaluate and escalate issues as needed.
Provide remote technical support via a combination of telephone and remote support tools.
Take deliveries from vendors, process and scan packing slips.
Communicate (both verbally and in writing) with customers formally and professionally.
Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system.
Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.
Ensure escalations are handled in a professional, consistent, and relentless manner.
Adhere to the Service Desk Ops Manual.

Job Qualifications

Education:

High school graduation, or its equivalent
ITSM certification preferred, ITSM foundation training required.

Experience:

1-2 years of Customer Service.

Skills

Fluent English language skills are required.

Excellent verbal and written communication.
Excellent meeting facilitation skills, including teleconference and web conference.
Excellent time management skills.
Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.
Ability to work creatively and analytically in a problem-solving environment.
Good performance management skills including feedback techniques.

Benefits

Healthcare, Dental, Life Insurance, Savings Fund, Christmas bonus, Grocery Bonus.

PTOs

Vacation, and Appreciation Days

Save on commute

Paid office parking

Discount Programs

Medical related discounts

Prime location

In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.

Sport Activity

Join your colleagues in various sports activities in the area

Eat & Drink

Enjoy a kitchen stocked with drinks, coffee, and snacks.

Postúlate ahora

Puebla, Mexico

Benefits

PTOs

Save on commute

Discount Programs

Prime location

Sponsored Events

Sport Activity

Eat & Drink

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