Bilingual Service Desk Coordinator

Descripción de la oferta

Denken Solutions Inc is an IT company with 15 years of experience with offices at California, Canada, India and Mexico, providing IT solutions in the United States. The role is 100% remote from any location in Mexico. The client is located in the United States, so a fluent English level is required. Hiring: Prestador de Servicios (Se solicitará factura timbrada por el SAT/ RESICO, Persona Física con Actividades Empresariales, etc) Labor Days: Mon- Fri from 8:00 AM to 5:00 PM PST Salary: Up to $30,000 MXN gross The Service Desk Coordinator is responsible for maximizing the utilization of internal and field resources through daily dispatch and management of incoming service requests, ensuring timely resolution and high customer satisfaction. Key Responsibilities: Serve as the single point of contact for all customer service requests. Monitor and manage incoming requests (email, manual entry, direct input) and dispatch to appropriate resources. Coordinate internal and field teams to maximize billable resource utilization. Schedule and monitor resource calendars to ensure timely service and accurate time entry. Communicate clearly with customers regarding incident status, progress updates, changes, and outages. Track outstanding pre- and post-delivery issues and provide status updates as needed. Escalate requests that cannot meet agreed service levels. Enter all work as service tickets and accurately record time and expenses. Provide accurate reports and metrics on project status, budgets, and support utilization to management. Complete assigned training and maintain understanding of service desk objectives, team roles, services offered, and support tools. Contribute to improved customer satisfaction, faster turnaround times, increased productivity, and effective teamwork. Required Knowledge: 12 years of IT or customer service experience. Ability to speak, write, and communicate effectively in English. Computer and operating system knowledge. Strong communication, telephony, active listening, and customer service skills. Ability to multi-task, adapt quickly, and work in a fast-paced environment. Technical awareness to appropriately match resources to technical issues. Understanding of organizational services and support tools/technologies. Typing speed of at least 50 WPM with accuracy. Self-motivated and team-oriented.

Requerimientos

• Educación mínima: Educación superior - Licenciatura
• 1 año de experiencia
• Idiomas: Inglés

Palabras clave: servicio, service, mostrador, desk, expositor, exhibitor

Hace 3 horas (actualizada)

Acerca de Denken Solutions Inc

Denken Solutions Inc is the most sought company in USA for project implementations and support services since 2010 with a strong lineup of professionals with relevant industry expertise.