Service Desk

hace 3 días

Monterrey, México HRO A tiempo completo

We are looking for a competent **Service Desk **to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Service Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

**Responsibilities**
- Serve as the first point of contact for customers seeking technical assistance over the phone
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT web services or products
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures

**Requirements and skills**
- Proven experience as a help desk technician or other customer support role
- B2B experience
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field (not mandatory but prefered)
- Availability 7:00am - 4:00pm or 4:00pm - 1:00am

**We offer**:

- Base salary up to $23,760
- Performance Bonus up to $2,000
- $2,000 Hiring Bonus
- 2 days off
- All law benefits
- Food coupons
- Direct hiring

**Salary**: $18,000.00 - $23,760.00 per month

Ability to commute/relocate:

- 64710, Monterrey, N. L.: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Call Center: 1 year (preferred)
- Tech Support, Help Desk, Service Desk: 1 year (required)

**Language**:

- English (required)

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