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hace 3 semanas

Tenochtitlán, México Bebeeoperations A tiempo completo

Operations II Job SummaryThis Operations II role is responsible for handling specific tasks for various client account teams, including RCA, SLA monitoring, ticket lifecycle management, KPI reporting, and IMAC case creation.The ideal candidate will have a basic understanding of hardware used per client, supply chain logistics, and contract specifications.Key Responsibilities:- Learn and understand account specifics such as hardware used per client, part requirements, SLA analytics, and contract specifications.- Work closely with internal departments to verify and solve problems.- Have a basic understanding of supply chain logistics for delivery issues and requirements of different couriers.- Develop knowledge in hardware troubleshooting documentation and multiple processes used by the Field organization.- Provide excellent customer service skills to de-escalate complicated situations with clients.- Handle daily usage of multiple reporting platforms like MicroStrategy and Power BI.- Utilize advanced Excel skills for internal reporting and PowerPoint for client presentations.Required Skills and Qualifications:- Hardware: Knowledge of desktop, laptops, and laser printer components, their main function, and most important components.- Advanced Microsoft Office or Office 365 skills.- Service desk or Customer service experience with US clients is mandatory, requiring at least one year of experience.- Earlier knowledge and experience of CompuCom's main reporting systems, including Clarify/ClearVision, Service Now, Power BI, and MicroStrategy.- Ticket lifecycle management and SLA requirements experience.Benefits:- Base salary between 14K & 15K mxn pesos per month.- Major Medical Expense Plan.- Life insurance.- Saving fund: 10% of your base salary.- Christmas bonus averaging 30 days' pay for every year.- Grocery & Restaurant vouchers.Others:Excellent English skills (above 80% conversational skills) are required.Additionally, process and results-oriented individuals with excellent multitasking skills, able to work without direct supervision, and complete tasks on time should apply.This role requires a sense of urgency and call ownership.

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