Service Desk - Saltillo, México - iKraft Solutions

iKraft Solutions
iKraft Solutions
Empresa verificada
Saltillo, México

hace 1 día

Rodrigo Fernández

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee
Descripción
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
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