**ON-SITE Position**
**Location: Sonata, Lomas de Angelopolis II.
Puebla**
**Rotating Shifts**
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.
**General Accountabilities**
- Maintains daily communication with the team and hits productivity standards.
- Responds to High and Critical priority tickets/projects according to standard operating procedures.
- 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 programs.
- Provide remote 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 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 procedures.
- Ensure escalations are handled in a professional, consistent, and relentless manner.
- Adhere to the Customer Support Center Ops Manual.
**Job Qualifications**
**Education**
- High school graduation, or its equivalent




**Experience**:
- Customer Service experience.
**Skills**
- Excellent verbal and written communication.
- Excellent meeting facilitation skills, including teleconference and web conference.
- Excellent project management and time management skills.
- Ability to work creatively and analytically in a problem-solving environment.
- Good performance management skills including feedback techniques.
- **Fluent English language skills required.
Interviews will be conducted in English.
**
**Job Perks and benefits**:
The benefits program includes benefits per law (Social security, retirement and other specified by Mexico Labor Law) and additional benefits to complement your needs (insurance, food vouchers, saving fund, etc.)
- Competitive salary
- Long term assignment hired directly by us.
- 100% payroll scheme
Tipo de puesto: Tiempo completo, Por tiempo indeterminado
Sueldo: A partir de $10,****** al mes
Beneficios:
- Opción a contrato indefinido
- Programa de referidos
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Seguro de la vista
- Protegido dental
- Seguro de vida
- Vales de despensa
Pregunta(s) de postulación:
- ¿Disponibilidad para trabajar en sitio?
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial

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