Description

El Technical Support L1 Jr. es el primer punto de contacto operativo para la atención de incidentes. Su misión es registrar, clasificar y dar seguimiento a los tickets de servicio, asegurando la captura correcta de información, brindando soporte básico (Phone Fix) bajo procedimientos definidos y contribuyendo al cumplimiento de SLA.

Key Responsibilities

-
Recepción y triaje de incidentes: registro, clasificación y diagnóstico inicial.
- Resolución remota (Phone Fix) de fallas de hardware y software, bajo procedimientos definidos.
- Asignación a campo con contexto técnico completo.
- Atención al cliente clara, profesional y empática.
- Capacitación continua en productos y procedimientos.

Skills, Knowledge & Expertise

REQUISITOS

- Bachillerato o carrera técnica en informática, TIC’s o afín.
- 6 meses a 1 año en atención a clientes o mesa de ayuda.
- Conocimientos básicos de cómputo.
- Manejo básico de Microsoft Office (Word, Power Point, Excel, Power Bi, Outlook).
- Deseable experiencia en sistemas de tickets.

HORARIOS Y DISPONIBILIDAD

- Cobertura operativa: lunes a domingo, de 05:00 a 24:00 hrs.
- Turnos rotativos dentro de esa ventana, definidos por el Líder de Soporte.
- Jornada laboral conforme a la Ley Federal del Trabajo.
- Flexibilidad según volumen, proyectos especiales o contingencias.

COMPETENCIAS

- Servicio al cliente.
- Organización.
- Comunicación efectiva.
- Seguimiento.
- Aprendizaje continuo.
- Trabajo en equipo.

About GLORY

Integral Leaders in Customer Experience Automation

With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money,



and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

Glory Values

The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

- Customer Delight. We put our customers first.
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and share the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.

📌 Soporte Técnico Nivel 1 Jr (Ciudad de México)
🏢 Glory
📍 Ciudad de México