Contact Center Representative

Announcement Number: MexicoCity-2026-109S Hiring Agency: Embassy Mexico City Position Title: Contact Center Representative‑ Open to: All interested applicants (A55805 - A55809) Open Period: 09/25/2026 -10/12/2026 Format MM/DD/YYYY Vacancy Time Zone: GMT-6 Series/Grade: LE - 1832 6 Salary: MXN $285,374.5/Per Year Work Schedule: Full‑time - The work schedule for this position is: Full Time (40 hours per week). Promotion Potential: LE-6

Duty Location(s): 2 Vacancyin
Mexico City, MX Telework Eligible: No For More Info: Alicia Cedillo
5525792000

Hiring Path: • Open to the public
Who May Apply/Clarification From the Agency: • All Interested Applicants / All Sources

Security Clearance Required: Public Trust - Background Investigation Appointment Type Permanent Appointment Type Details: Indefinite subject to successful completion of probationary period. Marketing Statement:

EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Summary: The U.S. Mission in Mexico is seeking eligible and qualified applicants for the Contact Center in the Diplomatic Technology office.

Supervisory Position: No Relocation Expenses Reimbursed: No Travel Required: Not Required

The Contact Center Representative (CCR) is responsible for front‑line response to both internal and external customer queries, both in person and through remote channels such as telephone, email, chat, and self‑service request forms. Provide first level support to the customer, perform ticket triage, troubleshoot Tier 0/1 technical and account issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives.

In addition to IT‑related calls, the Contact Center Representative will ensure that all incoming telephone calls which are not fully routed by the Mission Mexico and post San Jose telephone auto attendant are answered in priority order and responds to general inquires, routing calls to the correct service provider, call group, or extension. Responsible for issuing loanable property, including laptops, mobile phones, radios, and tablets, and provide ad‑hoc training to users. Perform administrative duties which may include maintaining contact databases, supporting VIPs and visitors, activating/deactivating/modifying mobile plans and service, and preparing and submitting time and attendance reports. Participate in Diplomatic Technology (DT) initiatives as assigned.

All selected candidates must be able to obtain and hold a security certificate. All selected candidates will be subject to a backgroundinvestigation and may be subject to a pre‑employment medical exam.

Selected candidate must be able to begin working within a reasonable period of time (4 weeks) upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Requirements:

All selected candidates must be able to obtain and hold a security certificate. All selected candidates will be subject to a backgroundinvestigation and may be subject to a pre‑employment medical exam.

Selected candidate must be able to begin working within a reasonable period of time (4 weeks) upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements: See the requirement section below for the education requirements.

Please address this factor in your ERA application under Education.

• You will be evaluated against the qualifications and requirements in this vacancy announcement.
• You may be asked to complete a pre‑employment language or skills test.
• You must complete the application form and provide the required documents.
• Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.

Requirements: FOR THE EXPERIENCE AND EDUCATION REQUIREMENTS APPLICANTS MUST MEET EITHER OPTION 1 OR OPTION 2 TO QUALIFY.

Option 1

EXPERIENCE: a minimum of one (1) year working experience in customer service or office administration.

EDUCATION: Two years of University studies (50% of educational credits) or College certificate.

Option 2

EXPERIENCE: a minimum of three (3) years of experience in customer service or office administration.

EDUCATION: Completion of High school.

Language: Level 3 - Good working knowledge of English and Spanish are requ