What success looks like in this role:

Home office role, desirable to live in Mexico City.

• Provide support on daily operations issues.

• Perform duties following account processes and procedures.

• Build and maintain positive working relationships with internal and external stakeholders (and other service providers if in a multi-vendor environment).

• Mentor team members.

• Document assigned activities using defined processes and timeframes.

• Contribute to the creation, maintenance and enhancement of operational processes and procedures to improve overall performance of technical staff.

• Identify areas for continuous improvement and efficiency in the delivery of services.

• Take responsibility for follow-up services or problem escalation.

• Analyze and highlight operations performance.

• Complete and submit reports as requested.

• Support process improvement initiatives.

You will be successful in this role if you have:

• Bachelor’s degree in related discipline (desirable) and minimum of 1 - 2 years of service delivery support experience.

• Ability to prioritize and organize workloads to complete multiple, simultaneous tasks both for self and others.

• Conversational English (B1-B2).

• Effective verbal and written communication skills

• Prior experience working in service desk support.

• Has some experience supporting teams of customer engineers in either specific installation, equipment refresh projects or ongoing break / fix support.

• Ability to work with technical documentation, statements of work, and contract requirements with team members, peers and external clients.

• Must be able to work to specific service level agreement (SLA) requirement.

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