Senior Service Desk Agent night shift - Hybrid (Monterrey)

The Service Desk Agent is responsible for logging and handling all incoming calls, e‑mails, and chats while providing excellent customer service for our customers. The role involves working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary. The agent works closely with the Advanced Technical Support team to obtain daily goals. First‑contact resolution is our primary goal.

• Receive customers’ requests by telephone or email, analyse the request, provide the requested information or ascertain who best can provide the information, and route the request to the proper department.
• Provide client support and technical issue resolution via email, phone, and other electronic media.
• Manage and resolve straightforward technical support requests (Tier1) and problems that may include troubleshooting me...

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