Job Title
Customer Support Agent (French)

Position Overview
Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent.

Responsibilities
- Maintains daily communication with the team and hits productivity standard.
- Receive incoming customer calls, emails, and create tickets for requests.
- Responds to high and critical priority tickets/projects according to standard operating procedure.
- Serve as initial responder within the hosted environment in the notification, identifying and documenting the information.
- Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing,



scheduling and reward/recognition program.
- Provide remote support via a combination of telephone and remote support tool.
- Take deliveries from vendors, process and scan packing slip.
- Communicate (both verbally and in writing) with customers in a formal and professional manner.
- Create and manage the lifecycle of ticket requests in the company’s ticketing system.
- Create and utilize formal Work Instruction (WI) documents and other documented knowledge to follow the proper procedure.
- Ensure escalations are handled in a professional, consistent, and relentless manner.

Additional Information
Adhere to the Customer Support Center Ops Manual.

📌 Customer Support Agent (Heroica Puebla de Zaragoza)
🏢 Pellera Technologies Mexico
📍 Heroica Puebla de Zaragoza