Logistics Agent

Description

Position Summary: Customer ticket handling, tracking, and resolution for technicians assigned nationwide, including monitoring, assignment, escalation, and spare parts inventory control. Key Highlights: 1. Nationwide ticket monitoring and follow-up 2. Incident management and problem resolution 3. Spare parts inventory control and administration **POSITION PURPOSE:** To provide customer ticket handling, tracking, and resolution for technicians assigned nationwide. **JOB RESPONSIBILITIES:** (Functions and activities) 1\. Initial Response: Monitor and assign tickets generated through the ticket management system. 2\. Initial Support: Validate geographic coverage within Mexico and identify the technician assigned to that region. 3\. Task Assignment to Regional Technician: Delegate tasks based on the incident and/or service request assigned. 4\. Incident Escalation: Determine the appropriate time to escalate an incident when it falls outside the current support level’s scope or when the defined resolution time for first-level support—per contractual service levels—is exceeded. 5\. Incident Tracking: Document updates, resolutions, dates of service initiation and closure, vendor warranties, and supporting documents verifying service delivery and completion, to keep the end user informed throughout the incident/request lifecycle. 6\. Problem Resolution: Resolve issues, document solutions, and guide on-site technicians; identify solutions within applications authorized by the client to minimize user response time. 7\. Inventory Control: Manage and maintain spare parts stock under one’s responsibility to ensure prompt incident resolution. 8\. Ongoing Activity: Supervise and evaluate personnel assigned to the region; provide recommendations for continuous improvement. **CANDIDATE PROFILE:** (General Requirements) 1\. Education: a. High school diploma, technical degree, incomplete undergraduate studies, or undergraduate candidate in communications, systems, informatics, computing, or related fields; a completed degree is preferred. 2\. Experience (duration performing similar activities): a. One year of experience providing end-user support. b. Preferred: knowledge of digital signage and all components comprising this service. 3\. Training (knowledge and certifications): a. Operating systems, computer hardware, basic Microsoft applications, Office suite, email, incident logging, remote connection software, and fundamental networking concepts. ITIL knowledge is desirable. **SKILLS (developed through job experience):** a. Quick comprehension ability b. Responsive capability c. Proactivity d. Integration e. Organization 6\. Corporate Competencies (skills supporting functional efficiency): a. Warm, service-oriented attitude b. Effective communication c. Teamwork d. Leadership e. Negotiation ability. Employment Type: Full-time, Indefinite-term contract Employment Type: Full-time Salary: $14,000.00 per month Work Location: On-site employment