Job Summary:
Key Responsibilities:
- Handle and resolve L1 tickets (P1-P4) within SLA timelines
- Log, categorize, and prioritize tickets in ServiceNow/JIRA
- Perform initial troubleshooting and escalate complex issues
- Support CRM, DMS, and Mobile Applications
- Maintain ticket updates, documentation, and daily reports
- Follow SOPs, SLA, and escalation matrix
- Participate in daily meetings & calls

Required Skills:
- Knowledge of CRM / DMS / Automotive systems ( Sales, Service, Parts)
- Familiarity with ticketing tools (ServiceNow, JIRA etc)
- Basic troubleshooting and problem-solving skills
- Good communication and customer skills
- Basic SQL/API knowledge (preferred)
- API / Postmen collection knowledge

Language Requirement:
- Spanish (mandatory):
- English (Mandatory)

Experience:




- Automotive domain experience preferred

Work Requirements:
- Willing to work in shifts (if required)
- Travel 1-2 times/month for dealer rollout/setup
- Office, internet, and phone facilities will be provided

KPIs:
- SLA adherence (Response & Resolution)
- First Call Resolution (FCR)
- Ticket backlog & aging
- Customer Satisfaction (CSAT)

Key Attributes:
- Strong communication skills
- Customer-focused approach
- Ability to handle multiple tasks
- Team player with proactive mindset

Job Type: Contract
Contract length: 6 months

Work Location: In person

📌 Support (Cali)
🏢 Harken Data
📍 Cali