Tech Support

hace 2 semanas

Guadalajara, Jalisco, México Infosys A tiempo completo

Candidate must be located within commuting distance of Guadalajara Or Mexico City or be willing to relocate to the area.

Excellent interpersonal and communication skills. Maintain a high level of communication with internal teams and customers to improve processes to enhance efficiency and customer satisfaction.

Strong problem-solving abilities and attention to details.

Ability to work in a fast-paced, dynamic environment and manage multiple projects.

Document all issues, troubleshooting steps, and resolutions in the ticketing system.

Ensure work is carried out within agreed service levels and project guidelines to meet organizational objectives.

Process orders via multiple channels and ensure accurate entry into systems.

Execute customer quotes and manage orders for local exchange carriers.

Coordinate service delivery functions and communicate order status.

Process documentation

Handle escalations for special and expedited order requests.

Collaborate with cross-functional teams (Sales, Provisioning, Billing, Operations) to reconcile order status.

Partner with Sales, BPI, Sales Engineers, Account Management, and Product teams to resolve ordering issues.

Respond to inquiries from the Sales Team.

Validate contractual and customer information.

Maintain close working relationships with Sales/CCMs to ensure timely and accurate order entry.

Apply critical thinking to evaluate order packages and ensure accurate translation into ordering systems.

Continuously learn and improve job skills through training and development.

Support Lumen's order processes and procedures through billing.

Stay updated on new products, systems/tools, and process changes.

Qualifications: -

Education: High school diploma or equivalent required; associate's or bachelor's degree in IT, Computer Science, Networking, or related field preferred.

0-1 years of related experience.

Strong customer service, problem-solving, and analytical skills.

Effective verbal, written, and interpersonal communication.

Ability to collaborate and work in a team environment.

Self-starter with multitasking capabilities.

Proficient in computer and keyboarding skills.

Experience with Windows-based applications (Word, Excel, etc.).

Preferred Qualifications:

Understanding of technical products and services.

Knowledge of order processing and provisioning workflows.

Prior experience in the telecom industry.

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