Job Summary: Help Desk Assistant responsible for logging and tracking tickets in the Oracle system, ensuring proper replication and customer response. Key Highlights: 1. Key role in ticket management and customer support 2. Encourages creativity and skill development 3. Multidisciplinary collaboration in an innovative environment **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 drive results while collaborating 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, promotes skill development, and enables multidisciplinary collaboration. **What You’ll Bring to the Team:** You will be responsible for logging tickets in the Oracle system for assignment to the appropriate zone. Additionally, you will verify whether the customer has an active contract; tickets are raised via phone, email, or chat. You must ensure tickets are correctly replicated in the client’s system. **A Typical Day as a Toshiba Help Desk Assistant Will Include:** * Receiving calls and emails to generate tickets * Creating tickets in the Oracle system to assign them to the appropriate zone or resolver * Monitoring tickets to mirror progress updates * Ensuring closures for clients without replication capability * Supporting external and internal customers with requested ticket status updates **To Succeed Naturally in This Role, You Must Have:** * Technical or Computer Engineering degree (or related field) * Basic computer knowledge * Experience in customer service and ticket tracking * Familiarity with at least one ticket management tool * Ability to assess report criticality * Flexible availability and willingness to work rotating shifts **Preferred Skills:** * Experience working under SLAs **We Offer:** * Direct employment with Toshiba, 100% on payroll * Statutory benefits (IMSS, INFONAVIT) * Life insurance * Major Medical Expense Insurance including dental and vision coverage (for employee and direct dependents) * Minor Medical Expense Insurance * Savings Fund * Grocery vouchers * Pension plan * 30-day bonus * 12 vacation days + 6 floating days **EEO:** Toshiba Global Commerce Solutions is an Equal Opportunity and Affirmative Action employer. We evaluate qualified applicants without regard to age, ancestry, color, religion, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression, sexual orientation, or any other protected factor. We also consider qualified applicants regardless of criminal histories, in accordance with applicable legal requirements.