Innova Solutions is immediately hiring for a IT Customer Experience
Position type: Permanent Duration: Full-Time employee with Innova Solutions. Location: Monterrey, Nuevo León As a IT Customer Experience, you will be:
We are seeking a highly motivated IT Customer Experience Specialist responsible for designing and delivering exceptional customer service to internal users experiencing IT issues or utilizing IT services. This role plays a critical part in fostering positive user experiences and ensuring smooth IT operations. The ideal candidate will possess strong communication and problem-solving skills, with a customer-centric mindset and experience in IT service management best practices.
The ideal candidate will have:
- Define, monitor, and manage key experience indicators (KPIs) related to IT customer service.
- Design and implement a distinctive experience for the internal IT service desk, ensuring consistency across various support channels.
- Collect and analyze user feedback to identify areas for improvement in IT service delivery and processes.
- Collaborate with internal teams, including IT Operations, Security, Network Support, and Application Support, to ensure efficient resolution of issues and requests.
- Stay current with emerging technologies and best practices in IT service management to continuously improve service quality.
Skills Required:
- 5+ years of experience with the ServiceNow ticketing system.
- Excellent communication and interpersonal skills, with the ability to articulate complex technical issues to non-technical users.
- Strong problem-solving abilities and a proven track record of prioritizing tasks effectively in a fast-paced environment.
- Proficiency in common IT troubleshooting procedures.
- Familiarity with IT service management best practices, particularly ITIL.
- Customer-centric mindset with a passion for exceeding user expectations.
- Excellent written and verbal communication skills in English.
- Advanced English proficiency
- Experience in designing and managing customer experience strategies within an IT service environment.
- Knowledge of additional IT service management frameworks and methodologies.
- Familiarity with data analysis tools for evaluating customer feedback and service performance.
Soft Skills:
- Ability to think critically and creatively to find effective solutions to user issues and improve service processes.
- Willingness to work closely with other IT teams to resolve issues and improve overall service delivery.
- Careful consideration of all aspects of a user's issue to ensure accurate and thorough problem resolution.
Qualified candidates should
APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
Thank you!
Antonio Trevino
Senior Consultant Lead
PAY RANGE AND BENEFITS: Pay Range*: 724,000 $ - 851,000 $ Per Year
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions :
- One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
- ClearlyRated® Client Diamond Award Winner (2020)
- One of the Largest Certified MBE Companies in the NMSDC Network (2022)
- Advanced Tier Services partner with AWS and Gold with MS
Website : https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.