Team Lead de Central Atención a Clientes
On-siteSantiago de Querétaro, Querétaro, Mexico
Job Summary
Lead the customer service and field service dispatch team to ensure efficient ticket assignment, timely follow-up, and resolution. Coordinate daily operations for prior attention inquiries and continuous improvement initiatives. Guarantee ticket closure and confirm field engineer assignments across various locations. Manage team leadership, communication, and adherence to SLAs and KPIs using tools like Service Now, Jira, and Service Desk Plus. Apply ITIL knowledge to optimize workflows. Requires a degree in Computer Science or Systems Engineering with 1-2 years of internal leadership experience. Full-time Monday through Friday from 8:00 am to 6:00 pm in Santiago de Querétaro.
Required Qualifications
- Lic. o Ing en carreras Computacionales, Sistemas o a fin (Pasantes o Titulados)
- 1-2 años de experiencia como lead interno en Atención a clientes o temas de Ti
- Habilidades de comunicación
- No tener inconvenientes por el traslado
- Liderazgo y Gestión de Equipo
- Atención a dudas específicas de atenciones previas y mejora continua
- Garantizar la asignación/cierre de los tickets y la confirmación de ingenieros de campo en diversas localidades
- Coordinación y Despacho de Campo (Field Services)
- Uso de herramientas de tickets (Service Now,Jira, Service Desk Plus)
- Experiencia trabajando en ambientes de SLA ́s y KPI ́s
- Conocimientos ITIL
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