07 ene
Hitachi Vantara
Xico
.We're Hitachi Vantara, a global infrastructure business.
Our people are the force of meaningful progress.
We enable the incredible with data - from taking theme park fans on magical rides, conserving natural resources, protecting rainforests to saving lives.
We empower businesses to automate, optimize and advance innovation.
Together, we create a sustainable future for all.Imagine the sheer breadth of talent it takes to inspire he future.
We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally important to us.
**Meet the Team**The Level 1 Global Technical Support Technician role is to provide professional, courteous,
and effective technical support and customer service to all internal employees.
At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user's requests and issues.
This position will be based in Mexico City, Mexico.
**This is a hybrid role- Will need to come in to the Mexico City office as needed 50% of the time****What You Will Be Doing**- Take ownership of all tickets routed from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution group.- Handles problems and issues that users are unable to resolve- Communicate effectively with end users in all stages of the incident management process- Interact with multiple support teams to restore service and/or identify and correct core problem- Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations,
and performance trending- Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base- Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans- Build relationship/trust with all associates so that they are comfortable approaching them for resolution of customer issues- Resolve Tickets within scope of responsibilities according to defined procedures- During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested- Follow best practice ticket management processes, i.E
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.