Customer Services Agent Tijuana L-V

Tres R; Rosarito; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A leading IT support company in Rosarito, Baja California is seeking IT Help Desk Support Technicians at Trainee, Associate, or Mid-level. The role involves providing first-line technical assistance, troubleshooting software and access issues, and supporting onboarding processes. Ideal candidates will possess experience in IT support, strong customer service skills, and proficiency in tools like ServiceNow and TeamViewer. This opportunity includes a range of benefits and a collaborative IT environment.

Servicios

20 days Christmas bonus

12 days of vacation

Medical, dental, vision, and life insurance

Gym bonus support

Education reimbursement (up to MXN 54,000/year)

Formación

• Experience in IT support or help desk at various levels.
• Knowledge of Windows environments and Office 365 applications.
• Familiarity with ticketing tools like ServiceNow.
• Excellent remote troubleshooting skills.

Responsabilidades

• Provide first-level support for IT incidents.
• Troubleshoot software and access issues.
• Perform software installations and license assignments.
• Support onboarding and offboarding processes.

Conocimientos

IT Support

Customer Service

Troubleshooting

Communication Skills

Remote Support Tools

Educación

Experience in IT Help Desk

Advanced English proficiency (C1)

Herramientas

ServiceNow

TeamViewer

Microsoft Intune

Descripción del empleo

IT Help Desk Support (Levels: Trainee / Associate / Mid)

About the Role

We are looking for IT Help Desk Support Technicians to join a growing IT Enablement team focused on delivering secure, efficient, and user-centered technology support. This role provides first-line IT assistance and is ideal for professionals at Trainee, Associate, or Mid level who want to grow within a structured and collaborative IT environment.

Responsibilities

• Provide first-level support for IT incidents and service requests through ServiceNow.
• Troubleshoot software, access, endpoint, and basic security issues.
• Perform software installations and license assignments.
• Support onboarding and offboarding processes.
• Use remote tools such as TeamViewer and Microsoft Intune to assist users.
• Document resolutions accurately and escalate complex issues when required.
• Follow IT procedures, SLAs, and compliance standards.

Required Skills & Qualifications

• Experience in IT Support or Help Desk (level-dependent).
• Knowledge of Windows environments and Office 365 applications.
• Familiarity with ServiceNow or similar ticketing tools.
• Experience with remote support tools.
• Strong customer service and communication skills.
• Good organization and attention to detail.
• Advanced English proficiency (C1 or equivalent).

Nice to Have

• Experience in regulated environments.
• Basic knowledge of iOS device support.
• IT certifications (CompTIA, Microsoft).
• Office-based role in Tijuana (5 days on-site).
• Monday to Friday schedule aligned with US business hours.
• Ticket-based workload with occasional after-hours support.

Benefits at ITJ

• 20 days Christmas bonus
• 12 days of vacation (first year)
• 8% savings fund | 11% food coupons
• Medical, dental, vision, and life insurance
• Gym bonus support
• Education reimbursement (up to MXN 54,000/year)
• 30% vacation bonus
• Work at Home bonus (MXN 5,000)

Information Technology Help Desk Support

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day-to-day troubleshooting (e.g., software, access, and endpoint issues) and fulfillment requests (e.g., license assignments and access group management).

Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.

Key Responsibilities

• Monitor, triage, and resolve incoming ServiceNow incidents related to:
• Software installations/uninstalls
• Licensing and access issues for enterprise systems
• Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
• Backup issues and antivirus installations
• iPhone/iPad/laptop provisioning and replacement
• Remotely connect to user devices via TeamViewer for problem resolution and software configuration.
• Coordinate with shipping teams and warehouses to fulfill hardware requests
• Maintain detailed documentation in ServiceNow and upscale complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)
• Complete ServiceNow catalog tasks such as:
• Installing and assigning licensed software (Adobe, ChemDraw, Office, etc.).
• Perform comprehensive triage on hardware requests before escalating to level 2
• Supporting employee onboarding/offboarding by provisioning access
• VDI (Virtual Desktop Infrastructure) setup and access for contingent workers
• Managing leave of absence of requests via enabling and disabling account and device access.
• Ensure all requests are completed within defined SLAs and properly closed in ServiceNow with resolution notes

Core Competencies

• Remote Troubleshooting: Efficiently resolve endpoint and application issues using remote access tools
• Service Delivery: Manages both incidents and catalog tasks in ServiceNow with accuracy and accountability
• Customer Focus: Provides empathetic, professional communication with end users.
• Documentation: Maintains complete, compliant records of support activities
• Collaboration: Coordinates with IT peers and vendors to ensure timely fulfillment
• Compliance:
• Maintain compliance with GxP, HIPAA, and SOX requirements in IT operations
• Adherence to IT SOP’s, Work Instructions and Procedures

Required Qualifications

• Trainee level
• Associate-level (1-2 years in an IT help desk or desktop support role)
• Mid-level (3-4 years in an IT help desk or desktop support role)
• Experience with ServiceNow, Microsoft Intune, Office 365 Applications, Quick Assist and TeamViewer
• Strong troubleshooting skills across Windows environments
• Experience supporting iOS devices
• Excellent verbal and written communication skills
• Best in class customer service mindset
• Ability to follow structured workflows, checklists, and documentation
• Highly organized with attention to detail
• Excellent remote problem-solving skills
• English language proficiency level of either: CEFR C1 / TOEIC 900+ / IELTS 7.0+

Preferred Qualifications

• Experience in biotech, pharmaceutical, or regulated industry environments.
• Familiarity with enterprise apps Workday, Concur, and Veeva Vault
• CompTIA A+, Network+, or Microsoft 365 Endpoint Administrator certification
• Office-based in Tijuana, supporting hybrid teams across Office, Lab, R&D and Field environments
• Occasional after-hours support may be required for urgent incidents or critical deployments
• Ticket-based workload managed via ServiceNow and internal comms tools
• Team will be required to cover the following days / hours; Monday to Friday following core US holidays 05:00 to 18:00 PST
• Office-based 5 days a week

About the Company

A chemical structure is only as strong as the bonds between the molecules. At BASF/Chemetall, the strength of the bonds lies not just in the chemicals but is also mirrored in the links forged between the global companies and employees of the BASF/Chemetall world. We are a company with highly qualified talent, who give their contribution each day across the different sectors to make the BASF/Chemetall difference. We demonstrate uncompromising ethics and appreciation for our employees, as well as respect for the environment. BASF/Chemetall is a leading specialty chemical company whose quality, innovation, and service exceed the expectations of our customers.

About the Role

Represents the Company by providing technical support functions to established and prospective customers for the purpose of ensuring that the provided technology and equipment is properly managed for optimum efficiency and safety. The purpose of the Technical Service Representative is to support and reinforce our company product value proposition with the customer, by participating on the installation, troubleshooting and training of proper use of process equipment provided by BASF Chemetall. Reporting directly to the Senior Technical Supervisor.

Responsibilities

• Technical Support
• Second line of technical support with customers.
• Foster a Safety mindset acting as a safety ambassador for customers.
• Provide in-depth technical service to key customers to insure the Chemetall processes are being managed within the parameters outlined in the process instruction provided; ensure that the process is checked both chemically and mechanically.
• Communicate with a written service report utilizing clear purpose driven comments of action items and findings. Service reports need to be loaded into Salesforce and notify all key stakeholders.
• Participate in large, regional and/or global customer start-ups, as defined.
• Support key customers, Industry Sales, and RTS for assisting in process design improvements.
• Promote and execute roll-out of new technologies, aligned with RTS, Regional Marketing, Key Industries and Technical.
• Participate in and contribute to business reviews to continually reinforce our value proposition while keeping our customers out of the zone of indifference.
• Exchange application knowledge and best practices with key stakeholders, for example: regular touchpoints with customer engineering, line supervisors, operations etc., which will help identify gaps and potential needs for future opportunities.
• Participate in troubleshooting, identifying the root cause and propose the best solution for our clients.
• Provide routine service to select key customers within sub-region geography. The goal is to develop and strengthen relationships with key stakeholders and bring value to key customers through audit performance.
• Set up each account with the proper process instructions for the chemical process supplied by BASF/Chemetall.
• Establish and ensure continuity and standards of Technical Service quality across the organization.
• Educate our customers on proper handling of chemicals, reagents, and sample submission procedures (Best Practices).
• Develop information regarding the plants organizational structure, survey of processes we could potentially provide and competition in the plant processes or as a threat to our business communicate and update this information in writing.
• Conduct tests for technical approvals for key, segment sponsored customers, on site or in BASF/Chemetall labs.
• Establish, if possible, a method of measurable performance standards based on the results that the process is meant to provide the customer.
• Will be able to make product recommendations that are in-line with our product portfolio and the Chemistry of our technologies, Industry best practices and Product Management initiatives, based on legislative, customer requirements.
• Look for opportunities to add business whenever possible, to be done in concert with the Technical Sales Representative (our best leads come from our customers).
• The function includes bringing value to the customer by:
• Chemical Analysis of PT Lines
• Concentration adjustment in stages
• Complex troubleshooting
• Logbook Update
• Sending a report via email and updating SharePoint Information
• Sample collection for shipment to Lab
• Compliance with the visits schedule
• Keep the Operations manual updated
• Training courses
• Starting new processes and testing new products
• Process optimization
• Meeting with customer staff and international staff
• Cost Reduction through best application practices
• DOE, Process Validation
• New Product Introduction
• Communication specialists Chemetall
• Administrative support
• Serve as an administrative liaison between the client and internal departments to ensure proper service execution and customer satisfaction.
• Support documentation management for audits, technical approvals, and regulatory compliance.

Skills

• BS Degree, preferably in a science field.
• Minimum 5-7 years of technical service experience in pretreatment, coatings, surface treatment, metalworking and adjacent industry applications preferred.
• Technology expert regarding chemical and application knowhow.
• Problem solving mentality and hands-on mechanically inclined.
• Self-motivated and organized with excellent time management skills.
• Excellent written and verbal communication skills (public speaking).
• Interface management with sales, customer, and technology (Salesforce, Microsoft 365).
• 100% of work is executed at clients’ facilities, and average of 60% travel (depending on geography).
• Teamwork and influence skills.