Help Desk Coordinator

Description

Job Summary: We are seeking a Help Desk Coordinator with a focus on customer service, continuous improvement, and technological optimization to coordinate user support and propose solutions. Key Highlights: 1. Focus on customer service and continuous improvement 2. Resolving issues and optimizing technological tools 3. Generating reports and KPIs for decision-making **Smile Pill is looking for a Help Desk Coordinator in Coyoacán – Álvaro Obregón, Mexico City** ----------------------------------------------------------------------------------------------------------------------- **Help Desk Coordinator (Hybrid Model)** ======================================================================== We are looking for a **Help Desk Coordinator** focused on **customer service, continuous improvement, and optimization of technological tools**, capable of coordinating user support, analyzing operational data, and proposing improvements to processes and platforms. If you are passionate about **solving problems, improving processes, and helping users leverage technology**, this opportunity is for you. **Key Responsibilities** --------------------------------- * Provide **user support for individuals with varying levels of technical knowledge**. * Manage requests and tracking via **ticketing systems**. * Identify errors or areas for improvement in tools and processes, proposing **solutions and optimizations**. * Coordinate and improve **support and customer service processes**. * Develop **training materials and user guides** for tools and services. * Deliver or coordinate **user training sessions**. * Prepare **operational announcements and internal documentation**. * Configure and administer technological tools used by the team. * Analyze operational data to generate **reports, dashboards, and KPIs** supporting decision-making. * Participate in the **planning and implementation of new processes and services for customers**. **Tools and Technologies** ------------------------------ Experience with the following tools is valued: * Jira * Slack * Microsoft Teams * Intercom * eFront * TestSigma * Confluence * AI tools and service management platforms (LSM) **Requirements** -------------- * Experience in **technical support or help desk functions**. * Proficiency with **ticketing system management tools**. * Intermediate-level **Excel** for data analysis. * Experience in **data analysis, reporting, and KPIs**. * Ability to **document processes and develop training materials**. * Basic **English** (primarily reading). * Strong **communication, organizational, and customer service skills**. **What We’re Looking For** ------------------- * An **analytical profile oriented toward continuous improvement**. * Excellent **communication skills with non-technical users**. * Ability to **coordinate processes and propose solutions**. * Proactivity in **optimizing tools and workflows**. **Work Modality** ------------- * **Hybrid model** **Desired Education Level:** Bachelor’s degree – completed **Desired Experience Level:** Mid-level **Departmental Function:** Marketing / PR / Communications **Industry:** Telecommunications *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j_id=69b470df3800003500a53641&source=indeed