Location: Naucalpan, Edo. México 

Monday -  Friday  11am-8pm 

Requirements:

Advanced English C1

Bachelor's degree 

Good verbal and written communication skills

Ability to collaborate and work in a team

Basic understanding of ITIL

Active listening skills

Main activities based on:

1. Handle incoming calls, emails and chat from the users. Some account may

require working on rotational shift

1. Recording, classifying and prioritizing tickets

2. Providing initial support and troubleshooting based on Knowledge

Base articles

1. Taking a remote of an end users machine if required while troubleshooting

2. Routing requests to the appropriate support groups third party

suppliers when tickets are not resolved during initial support

1. Monitoring the status and documenting the progress towards resolution

of all open tickets

1. Keeping affected users informed about the progress.

2. Resolution confirmation and closure of tickets within the SLA

3. Attend trainings and complete certifications for set competencies