Reports to: americas oss regional manager
your role and responsibilities (mandatory)
as an is customer care specialist for america, you are the primary face of is for our business users, delivering a high‑quality, customer‑first service experience. You act as a trusted partner to the business, ensuring oss and premium support services are reliable, responsive, and continuously improving. Your role focuses on enabling productivity through proactive service management, clear communication, and hands‑on end‑user support.
you will oversee service delivery performance, manage and expand walk‑in support centers, and collaborate closely with business and country stakeholders to align it services with business needs. You will also introduce and support new services such as shared environmental support, printing services, and modern conference room solutions.
the work model for the role is
this role is contributing to the electrification business in juarez, nuevo león & san pedro, nuevo león.
you will be mainly accountable for
* acts as seamless customer interface for cx towards business and is services stakeholders (spocs).
* ensure consistent delivery of high‑quality support across in‑person and virtual channels within cx.
* monitor service queues, response times, escalations, and service‑level performance. Coordinate complex tickets.
* spoc for countries on request fulfillment and act as escalation point for customers & consumers.
* build strong consumer relationships and increase visibility of customer care services through communications, training and brand awareness initiatives.
* work with voice of the consumer (voc) counterparts for each function – use insights to drive overall experience improvement.
* partner with ux to improve user experience across cx consumer support, cx workplace services, cx architecture, consumer insights.
qualifications for the role (mandatory)
* bachelor’s degree in information systems or a related field preferred.
* minimum of 5 years experience in enterprise end‑user or customer support roles.
* strong sense of ownership, accountability, and customer focus.
* knowledge in itil (fundamentals certification).
* ability to work independently while contributing positively to a collaborative team environment.
* experience thriving in a fast‑paced, service‑driven organization.
* strong analytical, problem‑solving, and communication skills.
* proficient in microsoft office tools.
* fluent in english.
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