Role: Service Desk

Locations: Guadalajara, México - Onsite - Av. Acueducto

Fulltime Permanent Position with HCL Technologies Mexico

Required Skills:

• Act as a point of contact for Customers/ Techs from LECs and Internal teams; answer incoming phone calls and/or chats received from external and internal Customers and document/track the related incidents to the knowledge base in our systems;
• Aim to restore the service by coordinating with Teams and Other TOG groups within the Mean Time to Repair (MTTR).
• Work in 24x7 rotating shifts which involve day, afternoon and also night shifts shuffled on a monthly or cycle-defined basis;
• Comply with the KPIs (average handling time, calls handled, service level, attendance, schedule adherence, productivity, CSAT, NPS, among others) set by the management;
• Work on ad-hoc tasks or new duties assigned by the senior management according to the business needs (where necessary)
• Good communication skills are mandate.

RESPONSIBILITIES

• Identify the issue and act on the Next Plan Of Action (NPOA) to resolve the issues on Customer circuit
• Work on all the NADs (next action due) in a timely manner
• Provide information to the Customer regarding the current status or resolution of the reported trouble in accordance with procedures;
• Interface with Verizon and/or local providers for the isolation and repair of Customer troubles;
• Exercise ownership and independent judgment and manage the escalation process as required, in support of trouble repair activities;
• Demonstrate leadership while assisting management in meeting organizational goals by driving efficient workflow;
• Must be able to reinforce the use of and educate the Customers on Verizon's automation tools such as the VEC, Quick Functions, email statuses and e-bonding;
• Available to work in a 24x7 environment and adjust schedule to accommodate the needs;
• Assist the supervisor in identifying and collecting common issues and ensure follow through to resolution;
• Assist the supervisor during team meetings or team huddles to discuss gaps (process, technical-related, etc.) and discuss resolution to address these gaps;
• Assist the supervisor in the creation and documentation of process improvement plans;
• Assist the supervisors and managers in ensuring staff scheduling and real-time management of the buckets and calls queue.

speaking Portuguese is a plus

We offer:

• Direct Hiring, 100% payroll schema
• Benefits above law (Major and minor medical insurance, saving fund, grocery coupons, 12 days vacations)
• Convenient office locations
• Great work environment
• Flexible dress code
• Multicultural environment

Send me your CV with your salary expectations