Rol: Service Desk Agent

We are looking for an agent to be able to provide: Team Work, creativity, stakeholders focus, strategic thinking, Customer Service Oriented, Development Others, Negotiation and Problem solving, Multitask and Self learning. 

Always looking for the best numbers and results and to provide the Best Customer Experience. 

Activities to Perform:

• Responsible for attending customer phone calls and tickets.  
• Inform the Client about the services that are not provided by the Service Desk
• Register all Service Requests within the scope of the project
• Register all incidents within the scope of the project
• Solve the service requests within the expected Service level.
• Document all the solutions in a comprehensible language for the Client.
• Transfer tickets to the correct support group when the Client has called the wrong queue.
• Assure the Client satisfaction regarding the solution offered.
• Provide daily follow-up to open service requests that have not been closed
• Responsible for attending customer phone calls and tickets.  
• Close tickets that are assign to the work queue
• Implement Process Improvement projects
• Update and Document new KBA
• Responsible to provide POS Support

Location: Aguascalientes

English Level: Fluent