Remote IT Service Desk Agent

Pellera Technologies Mexico; Puebla de Zaragoza; On-site; MXN 201,000 - 312,000; Full time

Job summary

Pellera Technologies Mexico is seeking a Customer Service Desk Agent to deliver high-quality customer support via phone and ticketing systems. You will handle incidents and service requests, escalate issues, and support staff operations to maintain productivity.

The role requires 1–2 years in customer service, ITSM basics, and excellent communication skills. A collaborative, analytical, and proactive attitude is essential for success in a fast-paced environment.

Qualifications

• Fluent English required.
• Excellent verbal and written communication.
• Proficient in teleconference and web conference facilitation.
• Strong time management and collaboration skills.
• Experience in customer service and ITSM processes.

Responsibilities

• Receive incoming customer calls, emails, and trouble tickets for Incidents and Service Requests.
• Respond to High and Critical priority tickets according to SOPs.
• Provide remote technical support via phone and remote tools.
• Create and manage Incidents and Service Requests in the ticketing system.
• Assist the manager with staffing, training, scheduling, and recognition programs.
• Monitor and troubleshoot production networks, servers, apps, and services.
• Communicate professionally with customers in writing and speech.
• Adhere to the Service Desk Ops Manual.

Skills

Fluent English

Verbal communication

Written communication

Meeting facilitation

Time management

Collaboration

Analytical thinking

Feedback skills

Education

High school graduation/equivalent

ITSM certification preferred

ITSM foundation training required

Job description

Pellera Technologies Mexico is seeking a Customer Service Desk Agent to deliver high-quality customer support via phone and ticketing systems. You will handle incidents and service requests, escalate issues, and support staff operations to maintain productivity.

The role requires 1–2 years in customer service, ITSM basics, and excellent communication skills. A collaborative, analytical, and proactive attitude is essential for success in a fast-paced environment.