**Your Job**
At Koch Global HR Solutions, we empower business success by delivering innovative IT and HR support. As a Service Center Specialist based in Guadalajara, Mexico, you'll combine your service desk expertise with growing HR knowledge, supporting over 122,000 Koch Industries employees across the Americas. This role offers exposure to global processes and the chance to drive continuous improvement in a collaborative, growth-focused environment. You will provide timely technical, inquiry, and transactional support to employees, managers, and consumers, playing a vital role in ensuring smooth operations and positive user experience.
**Our Team**
Join a team of curious, motivated professionals who value problem-solving, collaboration, and innovation. We support each other and encourage fresh ideas and experimentation. Together, we are transforming the IT service desk and HR support to provide seamless, exceptional experience for employees and business partners around the globe.
**What You Will Do**
- Troubleshoot and resolve issues employees experience with their work tools, including assisting with new software installations and access requests.
- Provide navigational and transactional HR support to employees, supervisors, and business partners, helping them effectively utilize HR systems and resources.
- Deliver an exceptional customer experience by managing and resolving inquiries through phone, chat, and self-service ticketing platforms.
- Collaborate closely with internal business units and third-party vendors to research, escalate, and resolve complex or technical cases.
- Identify opportunities to improve HR and IT systems and processes,



proactively recommending enhancements to increase efficiency and elevate the user experience.
**Who You Are (Basic Qualifications)**
- Experienced in service desk or IT support roles.
- Open and Willingness to learn and effectively utilize new systems and processes to support employees.
- Proven track record of delivering outstanding consumer experiences, consistently exceeding expectations, and driving high customer satisfaction.
- Ability to manage high-volume phone systems and multitasking between calls, tickets, and follow-up actions.
- Fluent in both English and Spanish, able to support a diverse, global employee base.
**What Will Put You Ahead**
- Experience in using IT service management platforms such as ServiceNow, Active Directory, Azure, and remote support tools.
- Proficiency in troubleshooting hardware, software, and network issues remotely using ConnectWise.
- Experience collaborating with cross-functional teams to resolve complex service requests.
- Experience using data and feedback to identify process improvements and enhance customer experience.
Who We Are
As a Koch company, Koch Global Services (KGS) creates solutions spanning technology, human resources, finance, project management and anything else our businesses need. With locations in India, Mexico, Poland and the United States, our employees have the opportunity to make a general impact.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
LI-RGN9

📌 Service Center Specialist (Zapopan)
🏢 Koch
📍 Zapopan