- Real-time Technical Assistance:
Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
- Incident Management:
Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
- Escalation Protocols:
Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.
- User Experience:
Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
- Procedures Manual:
Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval.



Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.
- Primary responsibilitiesKey attributes/skillsScope & autonomy
Provide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; escalate as per protocol; maintain SLA/KPI performance.
- Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.
- Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.

salary - 14.K Gross + Benefits + joining Bonus

Location _ Mexico city

Onsite work mode position

📌 Customer Care Representative (Ciudad de México)
🏢 BULLIT SYSTEMS
📍 Ciudad de México