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 monthAbility 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