Customer Technical Support

hace 1 semana


Guadalajara Mexico Metropolitan Area GlobalLogic A tiempo completo

About the job

GlobalLogic family

Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment and be part of the forefront of digital transformation

We offer an opportunity to participate in creating market-defining products using the latest technologies with clients across all industries and sectors. GlobalLogic prioritizes work-life balance, which is why we offer flexible opportunities and options.

Qualifications

  • 1–3 years of customer support experience, preferably in a B2B or SaaS environment.
  • Advanced English skills
  • Experience using Zendesk or other ticketing platforms is a plus.
  • Strong commitment to service excellence.
  • Ability to clearly articulate complex or technical concepts.
  • Positive, adaptable attitude and enthusiastic presence.
  • Strong team player with a commitment to getting the job done, regardless of task size.
  • High sense of urgency with the ability to prioritize and meet tight deadlines.
  • Attention to detail and strong organizational skills.
  • Proven ability to perform in collaborative team environments.
  • Experience with technologies such as SQL, ServiceNow.
  • Proficiency in Microsoft Office Suite.

Responsabilities:

  • Respond to and resolve end-user and customer inquiries of varying complexity via phone, email, and web chat, efficiently and within established service levels.
  • Provide a positive, customer-centric approach to troubleshooting and issue resolution.
  • Manage customers' expectations in a way that results in high satisfaction.
  • Manage, monitor, and record all customer cases, updates, and ongoing tasks in the ticket management platform.
  • Review and process customer forms and documentation.
  • Serve as a Subject Matter Expert (SME) for designated products, tasks, and support processes.
  • Collaborate with internal teams such as Product, Customer Success, and Account Management to ensure proactive and timely issue resolution.

Our Benefits

  • 100% Payroll
  • Major medical insurance & life insurance
  • 30 days of Christmas Bonus
  • Saving fund 13%
  • Food vouchers
  • Restaurants vouchers


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