**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 develop top talent, we foster a work environment that celebrates creativity, encourages 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 corresponding zone. Additionally, you will validate whether the customer has an active contract; reports are submitted via phone, email, or chat. You must ensure tickets are accurately replicated in the client’s system. **A typical day as a Toshiba service representative will involve:** * 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 information **Naturally, to succeed in this role, you must have:** * Technical or Computer Engineering degree (or related field) * Basic computer knowledge * Experience in customer support and ticket tracking * Proficiency with at least one ticket management tool * Ability to assess report criticality * Flexibility in working hours and availability for shift rotation **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 with dental and vision coverage (for employee and direct dependents) * Minor Medical Expense Insurance * Savings Fund * Grocery vouchers * Pension plan * 30-day year-end bonus * 12 vacation days + 6 floating days **EEO:** Toshiba Global Commerce Solutions is an equal opportunity and affirmative action employer. We evaluate qualified candidates 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 candidates regardless of criminal history, in accordance with applicable legal requirements.