Tier 1 IT Helpdesk or MSP Support Agent

About the role

Allied Global is seeking a Tier 1 IT Helpdesk or MSP Support Agent to provide customer service and first-level technical support, primarily through inbound and outbound phone interactions. The role focuses on timely, accurate, and professional resolution of customer inquiries while maintaining service excellence and compliance with company standards.

Responsibilities

• Handle inbound and outbound customer calls professionally and courteously.
• Answer inbound calls within established service level expectations, with a maximum of two rings.
• Provide accurate troubleshooting and first-level technical support according to company and client guidelines.
• Meet established quality assurance, productivity, and customer satisfaction goals.
• Document customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Ensure case details are complete for follow-up or escalation when necessary.
• Assess customer issues, determine appropriate resolutions, and de-escalate challenging interactions whenever possible.
• Escalate unresolved issues to higher-tier technical support, client representatives, or third-party vendors according to established procedures.
• Follow the company's Code of Conduct, operational policies, and quality standards.
• Stay up to date on client procedures, product knowledge, and operational changes.
• Maintain confidentiality and protect customer information according to company policies.

Requirements

• Two to three years of previous experience in customer service, technical support, or a contact center environment.
• High school diploma or equivalent.
• Excellent verbal and written communication skills in English.
• Strong customer service orientation and problem-solving abilities.

Datos clave

• Location: San Pedro Sula, Honduras.
• The role provides customer service and first-level technical support, primarily by inbound and outbound phone.
• Requires two to three years of experience in customer service, technical support, or a contact center environment.
• A high school diploma or equivalent is required.
• Excellent verbal and written communication skills in English are required.