Technical Support Specialist: Queue Management Expert

hace 2 semanas

Guadalajara, Jalisco, México Epam Systems A tiempo completo

Are you passionate about providing exceptional customer support and have a knack for queue management? We're seeking a skilled Technical Support Specialist to join our team at Epam Systems

About the Role:

We are looking for a highly organized and detail-oriented individual to oversee queue management, ensuring seamless customer experiences. As a Technical Support Specialist, you will be responsible for monitoring processes, managing agent queues, and maintaining adherence to SLAs, SLOs, and KPIs.

Your Key Responsibilities:

  • Oversee the case life cycle from initiation to resolution
  • Route cases based on initial response SLA, priority, and support package
  • Analyze, optimize handling, and identify gaps in cases
  • Reassign cases between agents as necessary
  • Report operational and agent-specific incidences to Team Leads or Team Managers
  • Monitor multiple agent queues
  • Create handoff reports for transitioning cases to other sites and regions
  • Maintain and leverage documentation and tools
  • Conduct regular meetings with Team Leads and Team Managers

Requirements:

To succeed in this role, you'll need:

  • 2+ years of experience in help desk or similar roles with a focus on queue management
  • Demonstrate excellent, consistent quality scores and performance metrics
  • In-depth knowledge of performance metrics
  • Proficient in Excel and Google Sheets
  • Familiarity with ITSM structure and advanced understanding of ITIL
  • Knowledge of internal procedures and tools
  • Advanced level of English, both spoken and written

What We Offer:

We provide a comprehensive compensation package that includes a salary range of $60,000 - $80,000 per year, depending on your experience, plus benefits such as:

  • Career plan and real growth opportunities
  • Unlimited access to LinkedIn learning solutions
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with a certified teacher
  • Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by EPAM & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
  • Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
  • 13 % employee savings fund, capped to the law limit
  • Grocery coupons
  • 30 days December bonus
  • Employee Stock Purchase Plan
  • 12 vacations days plus 4 floating days
  • Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

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