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.
- Responds to High and Critical priority tickets/projects according to standard operating procedures.
- Provide remote technical support via a combination of telephone and remote support tools
- Communicate (both verbally and in writing) with customers in a formal and professional manner.
- 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 CSC 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.**
**Location: Sonata, Lomas de Angelopolis II. Puebla**
**Rotating Shifts**
**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
Salario: A partir de $10,000.00 al mes
Horario:
- Rotativo
- Turno de 8 horas
Prestaciones:
- Opción a contrato indefinido
- Programa de referidos
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Confiable de la vista
- Seguro dental
- Seguro de vida
- Vales de despensa
Tipos de compensaciones:
- Bono de productividad
Idioma:
- Inglés (Obligatorio)
Disponibilidad de turnos:
- Turno diurno (Deseable)
- Turno nocturno (Deseable)
- Turno de madrugada (Deseable)
Lugar de trabajo: Una ubicación

📌 Service Desk Agent (Heroica Puebla de Zaragoza)
🏢 Exactlyit
📍 Heroica Puebla de Zaragoza