ON SITE: PUEBLA ONLY - SONATA/OPEN TO ROTATING SCHEDULE MANDATORY 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.
- Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.
- Responds to High and Critical priority tickets/projects according to standard operating procedures.
- Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
- Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed.
- 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 contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.
- 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: Por tiempo indeterminado, Tiempo completo

Sueldo: $10,000.00 - $19,000.00 al mes

Beneficios

- Opción a contrato indefinido
- Programa de referidos
- Seguro de gastos médicos
- Confiable de gastos médicos mayores
- Seguro de la vista
- Seguro dental
- Seguro de vida
- Vales de despensa

Idioma:
- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

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