Technical Support Analyst

Company:

Description:

We are looking for a highly motivated Technical Support Analyst to join our team in Mexico City. The successful applicant will be responsible for managing customer tickets, liaising with internal teams and ensuring effective communication with users.

We will count on you to:

• Log in to the platform to access all the necessary tools and resources for your daily work.
• Check pending tickets and ensure that each one is correctly classified and prioritized.
• Hold a team meeting with the relevant groups to discuss progress, resolve queries, and coordinate efforts.
• Review emails carefully, paying particular attention to important and urgent messages that require an immediate response.
• Follow up on open tickets and maintain constant communication with users to keep them informed of the status of their requests.
• Once close tickets it has been confirmed that the issues raised have been resolved and the customer is satisfied with the outcome.
• Work with SLAs to ensure that response and resolution times are prioritized in accordance with established expectations.
• Follow up on emails to ensure that no important communication is overlooked and that all queries are addressed promptly.
• Participate in training and development to improve your skills and knowledge, contributing to your professional development and the performance of the team.
• Manage customer ticket requests, verifying the problem and escalating to the appropriate areas as necessary.

What you need to have:

• Bachelor’s degree in administration, Engineering or a related field.
• Advanced Excel user with a solid understanding of formulas (no coding experience required).
• Experience of using Microsoft Office.
• Experience of using tools such as Jira or ServiceNow.
• Experience of using Zendesk.
• Advanced English proficiency and excellent communication skills.
• Advanced Portuguese proficiency is necessary for communicating with customers.

What makes you stand out:

• Excellent communication and teamwork skills.
• Ability to resolve situations and problems effectively.
• Analytical skills and a focus on customer service.
• Participation in training and continuous professional development.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.