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Service Desk Agent

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.