Service Desk Agent - English

Tata Consultancy Services; Región Centro; Presencial; MXN 201.000 - 268.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Major Medical Insurance

Life Insurance

Grocery Vouchers

Christmas Bonus

Vacation days (Mexican labor law)

Profit Sharing (PTU)

Descripción de la vacante

Tata Consultancy Services is seeking a Service Desk Agent - English to provide first-line technical support to users on-site in Mexico. You will address incidents and service requests across phone, email, chat, and ticketing tools, ensuring timely issue resolution and high-quality customer service.

Ideal candidates have a minimum high school diploma, strong English proficiency, and at least two years of bilingual (Spanish/English) communication experience.

Formación

• Minimum High school Diploma.
• 2 years with good communication in Spanish & English.
• Advanced proficiency in English.
• Available for full-time work.

Responsabilidades

• Provide first-level support to English-speaking customers via phone, email, chat, and ticketing tools.
• Log, prioritize, and track incidents and service requests.
• Troubleshoot and resolve basic technical issues, escalating complex cases when necessary.
• Deliver excellent customer service through active listening, empathy, and professional communication.
• Maintain accurate documentation of customer interactions and resolutions.
• Manage multiple tasks efficiently while ensuring timely issue resolution and customer satisfaction.
• Follow established processes, policies, and knowledge base guidelines to ensure service quality.

Conocimientos

Advanced English

Spanish & English communication

Customer service

Educación

High School Diploma

Descripción del empleo

TCS is seeking a Service Desk Agent - English to provide technical support to users, troubleshoot and resolve issues, and fulfill service requests efficiently.

The Service Desk Agent - English will serve as the first point of contact for end users, providing timely and effective technical support across multiple channels. You will troubleshoot and resolve issues, manage service requests, and deliver a high-quality support experience by actively listening, understanding user needs, and ensuring efficient issue resolution.

Key Responsibilities

• Provide first-level support to English-speaking customers via phone, email, chat, and ticketing tools.
• Log, prioritize, and track incidents and service requests according to requirements.
• Troubleshoot and resolve basic technical issues, escalating complex cases when necessary.
• Deliver excellent customer service through active listening, empathy, and professional communication.
• Maintain accurate documentation of customer interactions and resolutions.
• Manage multiple tasks efficiently while ensuring timely issue resolution and customer satisfaction.
• Follow established processes, policies, and knowledge base guidelines to ensure service quality.

Required Skills & Qualifications

• Minimum High school Diploma
• 2 years with Good Communication in Spanish & English
• Advanced proficiency in English
• Available for full-time work

Location

Work Model

On-site

• Major Medical Insurance.
• Life Insurance.
• Grocery Vouchers.
• Christmas Bonus.
• Vacation days according to Mexican labor law.
• Profit Sharing (PTU).

Other Considerations

Tata Consultancy Services is an equal opportunity employer. Our commitment to diversity and inclusion drives us to provide equal opportunities to all candidates who meet our required knowledge and competency needs—regardless of socio-economic background, race, color, national origin, religion, sex, gender identity, age, marital status, disability, sexual orientation, or any other characteristic.