Job Description
**Job ID**:
**Required Travel**: Minimal
**Managerial - No**
**Location**:Mexico-Guadalajara (AM)**
**Who are we?**:
**In one sentence**:
The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
**What will your job look like?**:
- You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
- You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
- You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
- You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building stro...
**Required Travel**: Minimal
**Managerial - No**
**Location**:Mexico-Guadalajara (AM)**
**Who are we?**:
**In one sentence**:
The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
**What will your job look like?**:
- You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
- You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
- You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
- You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building stro...
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