WE'RE HIRING: Spanish-Speaking Service Desk Agent â AMS Region (Mexico)
Excis is a global IT outsourcing and managed services provider delivering world-class technology support solutions to enterprise clients worldwide. We are seeking a reliable, organized, and proactive Service Desk Agent to support our Americas (AMS) region and help deliver exceptional service to our integral customers.
This is an excellent opportunity for IT support professionals with strong customer service skills to join a fast-growing global organization.
About Excis
Supporting clients in 190+ countries
6,000+ Engineers globally
200+ Enterprise Clients
At Excis, we believe in empowering our people through continuous learning, collaboration, innovation, and career development opportunities.
Job Summary
We are seeking a reliable, organized, and proactive Service Desk Agent (Spanish Speaking) to serve as the frontline coordinator of our IT support operations. In this role, you will handle incoming support requests, prioritize tickets, route technical issues to the appropriate teams,
and drive timely resolution through effective coordination with Field Technicians and internal support resources.
This is a hands-on coordination position that requires strong technical awareness, excellent ticket management discipline, and the ability to ensure smooth service delivery and proper documentation for our clients.
Requirements
Key Responsibilities
Ticket Management & Prioritization
- Receive, log, and triage incoming support requests via phone, email, portal, and ticketing systems.
- Use technical knowledge to accurately prioritize tickets based on urgency, business impact, and SLA requirements.
- Identify out-of-scope requests and follow proper escalation or change request processes.
Issue Coordination & Dispatch
- Coordinate technical issues by routing them to the correct internal teams (Engineering, Network, Infrastructure, etc.) or dispatching Field Technicians for onsite resolution.
- Acti
📌 Spanish -Speaking Service Desk Agent - MX (Playa del Carmen)
🏢 Excis Compliance
📍 Playa del Carmen
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