Senior Service Desk Agent (Monterrey)

The Service Desk Agent responsibilities include logging and handling all incoming calls, e‑mails, and chats while providing excellent customer service for our customers. Working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary. This team player will work closely with the Advanced Technical Support team to obtain daily goals. Software tools are also provided to obtain these goals along with collaboration with other departments within the company. First contact resolution is our primary goal.

Key Responsibilities

• Receive customers’ requests by telephone or email, analyze request, provide information requested or ascertain who best can provide the information, and route the request to the proper department.
• Provide client support and technical issue resolution via email, phone and other electronic medium.
• Manage and resolve straigh...