Service Desk Agent, Mexico City (MX)

Location: Mexico City, MX

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, including gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.

Swiss Re offers modern work models and attractive workplaces that allow all employees to adapt to changing work preferences and life phases. Our Mexico location is looking to build and grow a workforce to work in conjunction with our colleagues around the world providing support to our customers 24/7!

Our Service Desk provides support to internal and external customers for all operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services) at first contact and received through the Service Desk channels (e.g. phone, email, chat and self-service portal tickets.)

Our main focus is to resolve the customer inquiry, encourage and educate in self-help processes or transfer the ticket to the dedicated support team using defined handling procedures and knowledge bases.

The job requires a strong customer orientation to deliver the highest possible level of customer satisfaction through professional inquiry handling, resolution and management, while understanding and following processes in a multifaceted and changing environment. Our goal is to strive for the best customer experience while assisting and resolving inquiries.

Main responsibility:

• Provide first point of contact and support for any customer inquiry received through our Service Desk contact channels (e.g. phone, chat, email, self-service portal tickets) and focusing on resolving the customer inquiry at first contact or transfer the ticket to the appropriate support team using defined handling procedures.

Other responsibilities:

• Provide outstanding customer handling skills for maintaining high quality customer experience
• Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Enforce ticket-handling processes and procedures.

• Diagnose and resolve technical hardware and software issues remotely.
• Responsible for ticket triage and routing to the appropriate support owner group.

• Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools.
• Ensure availability is given for all operational hours (will include public holidays and weekends) and enforce performance guidelines as the need arises by Service Desk management to maintain operational efficiency.
• Ensure alignment to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
• Participate in implementation of new services and releases for the Service Desk readiness.
• Undertake any training and development required for the role and stay ahead of any changes to knowledge articles required to provide excellence in support of our customers.
• Support agent colleagues by sharing knowledge to improve overall customer experience.
• Strong team working attitude and the eager to learn, share, and react on feedback to any members of the team
• Alignment to Swiss Re policy and procedures around confidential, personal and sensitive data.

Requirements

• Fluency in Portuguese, English, and Spanish is required. The ability to speak and write in these three languages is essential to provide effective support to our diverse customer base on a daily basis.
• High-school or equivalent as minimum.
• Schedule flexibility. (And availability to, if needed, work on weekends and/or public holidays)
• Experience with ticketing tools and effectively documenting interactions.
• An IT environment and/or IT Service Desk experience is a strong plus.
• At least 2 years in a customer service role
• Ability to apply negotiation and conflict resolution skill to difficult customer calls
• Empathetic, flexible and team-oriented personality