Tier IT Helpdesk or MSP Support Agent

About the role

Allied Global is hiring a Tier 1 IT Helpdesk or MSP Support Agent in San Pedro Sula, Honduras. The role delivers customer service and first-level technical support, primarily through inbound and outbound phone interactions.

Responsibilities

• Handle inbound and outbound customer calls professionally and courteously, answering inbound calls within established service level expectations of a maximum of two rings.
• Provide accurate troubleshooting and first-level technical support according to company and client guidelines.
• Meet quality assurance, productivity, and customer satisfaction goals.
• Document customer interactions, troubleshooting steps, resolutions, and case details in the ticketing system.
• Assess issues, resolve them when possible, de-escalate challenging interactions, and escalate unresolved issues according to established procedures.
• Follow the 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

• High school diploma or equivalent required; college coursework or an associate's degree preferred.
• Previous experience in customer service, technical support, or a contact center environment preferred.
• Excellent verbal and written communication skills in English.

Datos clave

• Location: San Pedro Sula, Honduras.
• The role provides customer service and first-level technical support, primarily by inbound and outbound phone.
• A high school diploma or equivalent is required.
• Excellent verbal and written communication skills in English are required.