Technical Support Specialist

Infosys; Ciudad de México; On-site; MXN 40,000 - 70,000; Full time

Job summary

Infosys is seeking a chat support consultant to provide prompt resolution of IT issues, fulfill standard service requests, and improve end-user experience by minimizing escalations. You will help maintain globally consistent service standards across the organization while delivering professional, helpful assistance via chat and other channels.

Key responsibilities include real-time technical assistance, incident logging in ServiceNow, adherence to escalation protocols, and delivering a

Responsibilities

• Real-time technical assistance for common IT issues and basic troubleshooting across devices.
• Accurately capture, categorize, and log incidents within ServiceNow according to SLAs.
• Follow escalation protocols to involve higher support levels when needed.
• Deliver a professional user experience by following scripts and knowledge base articles.

Skills

Customer service

Technical troubleshooting

Incident logging

Communication

Tools

ServiceNow

Job description

In this role, you will provide prompt resolution of IT issues, fulfill standard service requests, and enhance the end-user experience by minimizing unnecessary escalations. You will play a key role in ensuring seamless IT support while maintaining globally consistent service standards across the organization.

Key Responsibilities

As part of the Chat Support function, the consultant will:

• Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly escalated unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.