**The Company** Toshiba is a technology services provider for retail businesses, creating high-quality digital platforms and products that accelerate time-to-market. Our diverse and adaptable teams deliver the right combination of solutions and methodologies to achieve tailored results as we collaborate with our clients’ teams to foster innovation through continuous learning. **Our People** At Toshiba, every team member is empowered to take ownership and develop innovative solutions to our clients’ most challenging problems. To retain and grow top talent, we cultivate a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration. **What You’ll Bring to the Team** Your primary responsibility will be receiving incidents related to failures of devices under contract with our clients. You will also assign incidents to the field technician team and, in the case of third-party vendors, provide failure details and SLA information. Additionally, you are responsible for documentation and tracking within the client’s system. This position is essential to fulfilling our contractual service commitments to all clients. Your typical day as a **Customer Support Assistant** at Toshiba will involve: * Receiving and distributing new maintenance incidents/tickets via the system. * Managing incidents based on response times and resolution times. * Prioritizing maintenance tickets. * Documenting the progress of maintenance tickets through the system. * Tracking and monitoring maintenance tickets. * Performing other related duties as assigned. **Naturally, to succeed in this role, you must have and know:** * A technical or computer engineering degree (or related field). * Experience in technical support operations. * Customer service experience via phone calls and email. * Experience managing and monitoring support tickets. * Customer service efficiency. * Flexibility in working hours and willingness to rotate shifts. **Desirable:** * Experience using ticketing systems. * Knowledge of and experience with SLAs. Location: **Miguel Hidalgo or surrounding areas.** **We Offer:** * Direct employment with Toshiba, fully payroll-based. * Statutory benefits (IMSS, INFONAVIT, December bonus, vacation bonus). * Comprehensive medical insurance: life insurance, major medical expense coverage including dental and vision (for employee and immediate family members). * Savings fund. * Grocery vouchers. * Pension plan. * 12 vacation days + 6 floating days. Employment Type: Full-time Benefits: * Savings fund * Discounts and preferential pricing * Employee referral program * Medical expense insurance * Major medical expense insurance * Vision insurance * Dental insurance * Life insurance * Additional paid vacation days or leave * Grocery vouchers Application Question(s): * What did you study? * In which borough/municipality do you reside? * What is your postal code? * Does any of your relatives currently work for Toshiba? * If you are currently employed, what is the name of your current company? * Have you worked in a call center before? If so, for how long? * Do you have knowledge of basic hardware and software concepts? * Do you have knowledge and/or experience in technical support for computer equipment? * Are you available to work flexible hours and rotate shifts? * What is your expected monthly pre-tax salary? * Are you currently studying? Education: * Completed technical diploma (Mandatory) Work Location: On-site