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Service Desk Support (Heredia – On site)
Our client, an important company in the service business area, is looking to hire a Service Desk Support. This person will be responsible for assigning and resolving cases, attending regular client calls, performing daily, weekly, and monthly reporting, and providing account statements to customers. The role includes managing emails and queries across internal and external queues, updating contact information in systems, downloading invoices, PODs, and other client documents, and informing customers of their past-due status. Additionally, the specialist will resolve promotional discount queries, meet SLA and KPI targets, and support additional tasks depending on business needs.
In this role, you will solve routine problems based on established guidelines, interact with stakeholders, your team, and your direct supervisor, and receive detailed instructions for new assignments. You will manage your own deliverables to support the team's workload and work as an individual contributor with a defined scope. You must demonstrate the ability to meet time-sensitive deadlines, securely handle client data, and deliver accurate reports regularly.
Requirements:
- Graduate in BA, B.Com, or related fields
- Minimum 2–3 years of experience in similar roles.
- Ability to read and understand SOPs.
- English | Spanish | Portuguese (Plus)
- Ability to follow procedures accurately.
- Experience with ERP or related systems aligned with the domain.
- Practical Excel skills, including pivot tables.
- Proficiency with accounting software such as QuickBooks, MS Excel, SAP, Oracle, Salesforce.
- M-F 8 am a 5 pm
