Service Desk Agent (English/Spanish)

Tata Consultancy Services; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Major Medical Insurance

Life Insurance

Grocery Vouchers

Christmas Bonus

Vacation days (Mexican law)

Profit Sharing (PTU)

Descripción de la vacante

Tata Consultancy Services is seeking a Service Desk Agent (English/Spanish) to provide first-level technical support to end users onsite in Mexico. You will troubleshoot issues, manage service requests, and ensure a high-quality support experience across phone, email, chat, and ticketing tools.

Responsibilities include logging and prioritizing incidents, resolving basic technical problems, and maintaining clear documentation while delivering empathetic and effective customer service.

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/Spanish-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

Bilingual Spanish/English

English proficiency

Full-time availability

Educación

High school diploma

Descripción del empleo

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

The Service Desk Agent -(English/Spanish) 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/Spanish -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

Onsite.

• 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