Technical Operations Executive

Infosys; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading IT services company seeks a detail-oriented individual for order processing and customer support in Jalisco. Responsibilities include maintaining communication with teams and customers, processing orders, and managing service deliveries. Candidates should have strong problem-solving skills and customer service experience, along with a high school diploma or equivalent. This role offers an opportunity to thrive in a dynamic work environment.

Formación

• 0-1 years of related experience required.
• Strong customer service, problem-solving, and analytical skills are essential.
• Effective verbal, written, and interpersonal communication is necessary.
• Proficient in computer and keyboarding skills.

Responsabilidades

• Maintain communication with internal teams and customers to enhance efficiency.
• Process orders and ensure accurate entry into systems.
• Coordinate service delivery functions and communicate order status.
• Handle escalations for special requests.

Conocimientos

Interpersonal and communication skills

Problem-solving abilities

Attention to details

Ability to work in a fast-paced environment

Customer service skills

Analytical skills

Educación

High school diploma or equivalent

Associate’s or Bachelor’s degree in IT, Computer Science, Networking, or related field

Herramientas

Windows-based applications (Word, Excel, etc.)

Descripción del empleo

Job Description

Candidate must be located within commuting distance of Guadalajara or Mexico City or be willing to relocate to the area.

• Excellent interpersonal and communication skills. Maintain a high level of communication with internal teams and customers to improve processes to enhance efficiency and customer satisfaction.
• Strong problem‑solving abilities and attention to details.
• Ability to work in a fast‑paced, dynamic environment and manage multiple projects.
• Document all issues, troubleshooting steps, and resolutions in the ticketing system.
• Ensure work is carried out within agreed service levels and project guidelines to meet organizational objectives.
• Process orders via multiple channels and ensure accurate entry into systems.
• Execute customer quotes and manage orders for local exchange carriers.
• Coordinate service delivery functions and communicate order status.
• Process documentation.
• Handle escalations for special and expedited order requests.
• Collaborate with cross‑functional teams (Sales, Provisioning, Billing, Operations) to reconcile order status.
• Partner with Sales, BPI, Sales Engineers, Account Management, and Product teams to resolve ordering issues.
• Respond to inquiries from the Sales Team.
• Validate contractual and customer information.
• Maintain close working relationships with Sales/CCMs to ensure timely and accurate order entry.
• Apply critical thinking to evaluate order packages and ensure accurate translation into ordering systems.
• Continuously learn and improve job skills through training and development.
• Support Lumen’s order processes and procedures through billing.
• Stay updated on new products, systems/tools, and process changes.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in IT, Computer Science, Networking, or related field preferred.
• 0-1 years of related experience.
• Strong customer service, problem‑solving, and analytical skills.
• Effective verbal, written, and interpersonal communication.
• Ability to collaborate and work in a team environment.
• Self‑starter with multitasking capabilities.
• Proficient in computer and keyboarding skills.
• Experience with Windows‑based applications (Word, Excel, etc.).

Preferred Qualifications

• Understanding of technical products and services.
• Knowledge of order processing and provisioning workflows.
• Prior experience in the telecom industry.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.