**Job ID**:******
**Required Travel**: Minimal
**Managerial - No**
**Location**:Mexico-Guadalajara (AM)
**Who are we?
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**In one sentence**:
The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
**What will your job look like?
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**Key Responsibilities**:
- Serve as the first point of contact for customers, addressing various products and services.
- Coordinate communication for all critical issues.
- Dispatch cases to the appropriate function based on product/service understanding.
- Perform basic validation of information and follow up if necessary.
- Validate case severity and reassign if needed.
- Ensure proper handover of open tasks to the next shift.
- Adhere to unit
- and contract-defined SLAs.
**Behavioral Competencies**:
- Excellent communication skills in English and Spanish.
- Proficiency in MS Of...