Summary: Seeking a First Line Support professional to manage support operations with a strong focus on quality, prioritization, and communication within an international IT environment. Highlights: 1. Manage first-line support operations with focus on quality and prioritization 2. Utilize Zendesk and Microsoft Teams for effective system support 3. Grow within an international IT environment in the travel industry Intugo is partnering with a foreign company specializing in information systems for the travel and transport industry. They provide advanced IT solutions for end consumers in the ferry and cruise industry. Their systems are continuously evolving to meet the operational demands of their global clients. We are currently seeking a **First Line Support** professional to manage first\-line support operations during specified hours, with a strong focus on **quality, prioritization, and communication**. Key Responsibilities System Support * Work within **Zendesk** (including Talk and Triage View messaging) * Communicate effectively via **Microsoft Teams** * Complete time reporting per employee (instructions provided) Support Routines * Answer incoming calls through **Zendesk Talk** * Monitor incoming tickets in **Zendesk and Teams** * Assess ticket priority according to Service Level Agreements (SLA) * Ensure tickets contain sufficient information for further handling * Ask relevant follow\-up questions to customers when necessary Requirements * Experience using **Zendesk** (Talk and Triage View preferred) * Ability to manage support tickets and prioritize based on SLA * Strong communication skills * Detail\-oriented with focus on quality * Comfortable handling inbound calls and written communication * Availability to work full\-time on\-site Compensation \& Benefits * **$24,480 MXN gross monthly salary** * Performance bonus * $1,000 MXN monthly food vouchers * 4% savings fund * All statutory benefits (vacations, IMSS, etc.) If you have experience in technical support, ticket management, and customer communication, and you’re looking to grow within an international IT environment, we’d love to hear from you! Apply now and join a team that supports innovative systems in the travel and transport industry. Job Type: Full\-time Pay: $24,480\.00 per month Experience: * customer service: 3 years (Preferred) Language: * advanced english (Preferred) Work Location: In person