Ejecutivo Telefónico De Retención Total Play

Grupo Nach; Xico; Presencial; MXN 223.000 - 357.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Career development

Descripción de la vacante

Grupo Nach is seeking a versatile Agente de Servicio al Cliente y Soporte Técnico to join the Naucalpan, State of Mexico team. This on-site role blends customer service with basic tech troubleshooting to assist clients with inquiries and ensure satisfaction.

You will troubleshoot issues, document steps in the CRM, and collaborate with colleagues to deliver effective solutions while maintaining up-to-date knowledge of product features and services.

Formación

• Minimum 2 years in customer service, with some technical support exposure.
• Able to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.

Responsabilidades

• Respond to inquiries via phone, email, and chat, providing service and technical support.
• Troubleshoot common issues related to products or services.
• Guide customers through step-by-step technical solutions.
• Escalate complex issues to specialist teams when needed.
• Document interactions and resolutions in the CRM system.
• Maintain knowledge of product features and specifications.
• Aim for first-contact resolution for service and tech issues.
• Gather feedback to identify improvements.
• Collaborate with team and other departments to ensure a cohesive experience.

Conocimientos

Customer service

Technical support

Communication

Teamwork

Educación

High school diploma

Associate degree preferred

Herramientas

CRM systems

Helpdesk software

Descripción del empleo

Our client is seeking a versatile and technically adept Agente de Servicio al Cliente y Soporte Técnico to join their team in Naucalpan, State of Mexico . This role requires a unique blend of customer service expertise and basic technical troubleshooting skills to assist clients with their product or service inquiries. The successful candidate will be responsible for ensuring customer satisfaction by providing accurate information and effective solutions. This is an on-site position, offering the opportunity for direct collaboration with colleagues and immediate access to resources within our Naucalpan office. If you have a knack for technology and a passion for helping people, this role is an excellent career step.

About the Role

Our client is seeking a versatile and technically adept Agente de Servicio al Cliente y Soporte Técnico to join their team in Naucalpan, State of Mexico . This role requires a unique blend of customer service expertise and basic technical troubleshooting skills to assist clients with their product or service inquiries. The successful candidate will be responsible for ensuring customer satisfaction by providing accurate information and effective solutions. This is an on-site position, offering the opportunity for direct collaboration with colleagues and immediate access to resources within our Naucalpan office. If you have a knack for technology and a passion for helping people, this role is an excellent career step.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing both service and technical support.
• Troubleshoot common technical issues related to our client's products or services.
• Guide customers through step-by-step solutions for technical problems.
• Escalate complex technical issues to specialized support teams when necessary.
• Document all customer interactions, including troubleshooting steps and resolutions, in the CRM system.
• Maintain a high level of knowledge regarding product features, services, and technical specifications.
• Strive to achieve first-contact resolution for both service and technical issues.
• Gather customer feedback to identify areas for product and service improvement.
• Adhere to company protocols and quality standards for customer interactions.
• Collaborate with team members and other departments to ensure a cohesive customer experience.

Requirements

• High school diploma or equivalent; technical certifications or associate's degree preferred.
• Minimum of 2 years of experience in customer service, with at least 1 year in a technical support role.
• Strong understanding of common software, hardware, and network issues.
• Excellent verbal and written communication skills in Spanish.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM systems and helpdesk ticketing software.
• Strong problem-solving and analytical skills.
• Ability to work effectively in a team-oriented, on-site environment in Naucalpan .
• Patient and empathetic approach to customer interactions.
• Must be able to commute reliably to our office in Naucalpan, State of Mexico .

Benefits

This position offers a competitive salary, a comprehensive benefits package including health insurance, and opportunities for skill development. Our client provides a professional work environment in Naucalpan , fostering teamwork and employee growth. You will gain valuable experience in both customer service and technical support, enhancing your career prospects.