We are looking for a **Help Desk Specialist (Queue Management)**to become a part of our team.
**Responsibilities**
- Manage the full Case Life cycle
- Supervise case delivery adhering to initial response SLA, priority, and support packages
- Execute case analysis to ensure SLA adherence, assess reassignment needs, or potential shifts to another shard
- Manage personal queue (shard)
- Reallocate cases among agents when necessary
- Communicate agent issues such as overload or erroneous case handling to QA/Team Lead
- Daily tracking for missing ENG_FL cases
- Guarantee accurate case closure and handle requests for Force Closure of Cases without Survey Sent
- Maintain records and manage tools
- Facilitate handoffs to other sites and regions, managing related incidents
- Compile weekly reports on misses, handoffs, and pushbacks from clients or agents
**Requirements**:
- At least 2 years of experience in a help desk or support role
- Demonstrated excellence in quality scores and other performance metrics
- Expertise in performance metrics
- Skills in Excel and Google Sheets
- Proficiency in PowerPoint and Google Slides
- Understanding of internal procedures and tools
- Advanced level in English, both spoken and written
**Nice to have**
- Showcase of Cloud Computing knowledge
- Demonstrated background in similar technical fields
- Previous experience in workforce management
**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses,



eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Versátil work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Help Desk Specialist (Queue Management) (Guadalajara)
🏢 Epam Systems
📍 Guadalajara