Technical Support Specialist for Global Operations

hace 2 semanas


Monterrey, Nuevo León, México Gm Financial A tiempo completo

About GM Financial:

Gm Financial International Operations conducts business in Latin America and China, offering a wide range of wholesale and retail automotive financing products to dealers and their customers.

Role Overview:

The Service Desk Team provides first-level support through taking calls, handling incidents and requests using ServiceNow. As a **Service Desk Agent**, you will be responsible for supporting internal customers who are experiencing software or hardware related issues.

Responsibilities:

  • Provide timely, first call resolution to technical support issues while following company standards and knowledge articles.
  • Identify, troubleshoot, and resolve any pc hardware, software, or network failures within the GM Financial enterprise using chat, voice, self-service, and remote-control techniques.
  • Train users to take advantage of automated and self-service capabilities.
  • Escalate incidents to Senior Service Desk Analysts or third-tier support.
  • Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
  • Maintain a high degree of customer service for all support requests.
  • Record support incidents and requests in the ServiceNow management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system.
  • Maintain updated knowledge on computer hardware and software.
  • Perform special projects as assigned/required.

Requirements:

  • Bachelor's degree or completion diploma.
  • Experience in an end-user support environment (Physical or Remote) is a plus.
  • Experience as an agent for customer service campaigns or remote support is a plus.
  • Proficient in English (capable of business conversations).
  • Knowledge of PC hardware and software.
  • Support-level knowledge of the Windows desktop Operating Systems.
  • Capable of working under a flexible schedule including extended business hours, weekends, and holidays (This role supports North America so flexibility on national holidays may be required).

What We Offer:

A competitive $40,000 - $60,000 per year salary, along with benefits such as Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours, Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan, and more.

We strive to create a work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community.

Diversity and inclusion are at the heart of everything we do. We are an Equal Opportunity Employer and are committed to diversity and inclusion at every level of our organization.



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