Senior IT Customer Experience Specialist

hace 3 días


Monterrey, Nuevo León, México DMI (Digital Management, LLC) A tiempo completo

About DMI

DMI is a leading global provider of digital services, operating at the intersection of public and private sectors. With a broad range of capabilities across IT managed services, cybersecurity, cloud migration, and application development, DMI provides on-site and remote support to clients in various sectors, including governments, healthcare, financial services, transportation, manufacturing, and critical infrastructure.

About the Opportunity

DMI is seeking a Senior IT Customer Experience professional to join our team in Monterrey, Mexico. This role is responsible for designing and delivering exceptional customer service experiences for internal users, ensuring smooth IT operations and fostering positive user experiences.

Duties and Responsibilities:

  • Design and implement a distinctive customer experience for internal IT service desk across various support channels.
  • Collect and analyze user feedback to identify areas for improvement in service delivery and IT processes.
  • Collaborate with internal teams to ensure efficient issue and request resolution.
  • Stay up-to-date on emerging technologies and best practices in IT service management.

Qualifications

Required and Desired Skills/Certifications:

  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong ability to prioritize tasks and work effectively in a fast-paced environment.
  • Proficient in common IT and troubleshooting procedures.
  • Familiarity with IT service management best practices (ITIL).
  • Customer-centric mindset with a passion for exceeding user expectations.
  • Excellent written and verbal communication skills.
  • Experience with Service Now ticketing system.

Location: Monterrey, Mexico

DMI is an Equal Opportunity Employer

DMI is committed to creating a diverse and inclusive work environment. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer experiences.



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