Puebla, Mexico

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.