Global Technical Support Technician (Xico)

The Level 1 Global Technical Support Technician role provides professional technical support and customer service to internal employees.
Location
Mexico City, Mexico.
Hybrid role – in-office 50% of the time.
What You Will Be Doing
Take ownership of all tickets routed from internal contact sources or customers requiring higher-level technical analysis and resolve them through call medium of support or route to the appropriate resolution group.
Handle problems and issues that users cannot resolve.
Communicate effectively with end users through all stages of the incident management process.
Interact with multiple support teams to restore service and/or identify and correct core problems.
Communicate with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending.
Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base...