Service Desk

4Latam

Full time
Presencial
Publicado hace 4 semanas

Onsite- Guadalajara- Fulltime

Obligatorio:

  • La posición es full-time
  • Modalidad Presencial
  • Disponibilidad inmediata
  • Contratación con 4Latam

Job Description and Objectives

  • English Fluent 
  • Serve as a point of contact for inbound customer or employee questions, requests and incidents
  • Provide customers with exceptional service by understanding their needs and requirements, offering accurate, thoughtful, and timely solutions. 
  • Work closely with the on-site Community Management and Remote technology teams to ensure requests are being met in a timely and accurate manner.
  • Have a full understanding of our products, and services Liaise with cross-functional departments if the request requires additional team collaboration to solve
  • Quickly escalate urgent requests and questions through appropriate channels
  • Partner with larger support team to deliver feedback and suggestions to improve customer experience 
  • Use knowledge base articles to assist with responses
  • Adhere to the SLA’s and Policies set in place
  • Evaluate and educate team customers on practices that maximize their working efficiency.
  • Identify chronic or recurring issues partnering with other technology teams for a resolution.
  • Ability to use discretion and independent judgment in evaluating problems for customers and employees.

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