Senior Service Desk Agent

Vontier; Monterrey; Presencial; MXN 343.760 - 515.641; Jornada completa

Descripción de la vacante

Vontier is looking for a Service Desk Agent located in Monterrey, Nuevo León. In this role, you will handle incoming customer requests via various channels, troubleshoot issues, and collaborate with the technical support team to deliver excellent service. You should have at least 2 years of experience in customer support, strong communication skills, and a basic understanding of IT applications. The work schedule includes shifts from Sunday to Thursday, 2:00 PM – 3:00 AM.

Formación

• 2+ years of experience in customer support over the phone and email.
• Basic IT understanding of websites and applications.
• Strong written and verbal communication skills with a customer-service orientation.

Responsabilidades

• Log and handle incoming calls, emails, and chats while providing excellent customer service.
• Troubleshoot and resolve issues in a timely manner.
• Collaborate with Advanced Technical Support team to achieve daily goals.

Conocimientos

Customer support

Technical issue resolution

Communication

Organizational skills

Attention to detail

Multitasking

Autonomy

Descripción del empleo

Overview

The Service Desk Agent responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service. Work directly with customers to troubleshoot and resolve issues in a timely and efficient manner and escalate cases when necessary. Collaborate with Advanced Technical Support team to achieve daily goals. Primary goal: first contact resolution.

Responsibilities

• Receive customer requests by telephone or email, analyze requests, provide information, route to the proper department.
• Provide client support and technical issue resolution via email, phone, and other electronic mediums.
• Manage and resolve straightforward technical support requests (Tier 1) and problems, including troubleshooting, software setup, and user credential setup.
• Gather customer information to determine the issue by analyzing symptoms and identifying root cause.
• Ensure that relevant details are recorded in the appropriate systems (e.g., Teletrac Navman platforms, SAP/CRM) and notify affected parties.
• Contact customers to obtain any missing data; apply correct hardware configurations and report firmware status to Tier 2 when needed.
• When immediate resolution is not attainable or issue is Tier 2, initiate handover with complete information in relevant systems and forward tickets to 2nd Tier support.
• Maintain accurate customer records and monitor compliance with service agreements.
• Assist with after-hours technical support on a rotational basis as required by operational needs.
• Support performance reviews, coaching, and staff development to improve team effectiveness.
• Promote a collaborative team environment and encourage ongoing training and development.
• Obtain productivity improvements through development of associates.

Qualifications

• 2+ years of experience providing customer support over the phone and email.
• Basic IT understanding of websites and applications.
• Ability to work autonomously and communicate effectively at all levels.
• Positive, enthusiastic attitude; strong organizational and interpersonal skills.
• High attention to detail and ability to multitask.
• Willingness to take ownership and be accountable for outcomes.
• Ability to work with a diverse group of people in a non-confrontational way.
• Strong written and verbal communication skills; customer-service orientation.
• High motivation, drive, and enthusiasm; shifts Sunday to Thursday 2:00pm–3:00am.

Preferred Skills & Experience

• Experience with GPS products and mobile devices is advantageous.
• Career aspiration with drive for personal growth.