Our customer is leader in Big Data, Cybersecurity, Digital Workplace and provides Cloud, Infrastructure & Data Management, Business & Platform solutions. Attending various business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public Sector, Retail, Telecommunications and Transportation.
The most success applicants should have work experience on IT field in customer service ideally gained in a customer facing environment, Portuguese, English and Spanish proficiency in both verbal written form.
**Summary of Tasks**
- Languages required: English, Spanish and Portuguese
- Record and process incidents and service requests according to process specifications
- Communicate with users to understand issues and provide known solutions
- Document and resolve incidents according to process specifications
- Forward incidents which cannot be resolved to downstream support groups according to process specifications
- Initiate escalations according to process specifications
- Work collaboratively supporting team via Skype/Lync
- Assist with training and supporting fellow agents
- Average expected time on task between 4 to 12 minutes
- Expected resolution rate between 60% - 90%
**Responsibilities Experience & Skills**:
- Associates degree or equivalent work experience in IT related field preferred
- A+, Network +, HDI and/or Microsoft certifications preferred
- ITIL v3 a plus
**Knowledge of computer technology**:
- Windows Client
- Microsoft Outlook
- Microsoft Office (Word, Excel, PowerPoint)
- Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
- PC hardware and mobile devices
- Network (TCP/IP)
- Basic knowledge of the Windows Active Directory and domain concept
**We offer**:
Base Salary up to $23,500 MXN + Additional Law Benefits:
- Major Medical Expenses
- Food Stamps
- Daily attendance award
- Life insurance
- Christmas Bonus
- Vacations
- Funeral expensas insurance
**Salary**: $23,500.00 per month
Ability to commute/relocate:
- San Nicolás de los Garza, N. L.: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- IT field in customer service: 2 years (required)
**Language**:
- Portuguese (required)
- English (required)
- Spanish (required)
Work Location: In person
