Service Desk (English)

Pellera Technologies Mexico; Puebla de Zaragoza; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Fluent English

Verbal communication

Written communication

Meeting facilitation

Time management

Collaboration

Analytical thinking

Feedback skills

Educación

High school graduation/equivalent

ITSM certification preferred

ITSM foundation training required

Descripción del empleo

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.

General Accountabilities

• Maintains daily communication with the team and hits productivity standards.
• Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.
• Respond to High and Critical priority tickets/projects according to standard operating procedures.
• Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
• Assists the manager with the daily operation of the Service Desk, including the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
• Monitor and troubleshoot all production networks, servers, applications, and services. Evaluate and upscale issues as needed.
• Provide remote technical support via a combination of telephone and remote support tools.
• Take deliveries from vendors, process and scan packing slips.
• Communicate (both verbally and in writing) with customers formally and professionally.
• Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system.
• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.
• Ensure escalations are handled in a professional, consistent, and relentless manner.
• Adhere to the Service Desk Ops Manual.

Job Qualifications

Education:

• High school graduation, or its equivalent
• ITSM certification preferred, ITSM foundation training required.

Experience:

• 1-2 years of Customer Service.

Skills

• Fluent English language skills are required.
• Excellent verbal and written communication.
• Excellent meeting facilitation skills, including teleconference and web conference.
• Excellent time management skills.
• Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.
• Ability to work creatively and analytically in a problem-solving environment.
• Good performance management skills including feedback techniques.

In Pellera we are a Socially Responsible Company committed to equal employment opportunities. All recruitment and hiring processes are conducted without discrimination based on gender, age, marital status, ethnic origin, religion, sexual orientation, gender identity, disability, or any other characteristic protected by law. We value talent, diversity, and inclusion.