Sr. Representative, Digital Desk

About KTSA

We are KTSA – KPMG Technology Services Americas.

A Service Delivery Center of KPMG US, with offices in Mexico City, Guadalajara, and a growing network of remote talent across the country.

We deliver high-value technology, consulting, and corporate support services to KPMG US and its clients.

At KTSA, our Employer Value Proposition is clear :

Explore

Explore isn't just a word — it's how we grow, lead, and thrive.

It's the mindset that drives our culture and shapes every opportunity :

Experience

a collaborative, inclusive, and multicultural workplace where you belong.

Excel

by creating impact and leaving your mark on global projects.

Expand

your potential with real career paths, learning programs, and mentorship.

Express

your individuality — come as you are, and thrive as your authentic self.

And because we know that thriving at work also means thriving in life, we back this mindset with

KTSAMÁS

, our total rewards program, designed to support your well-being, goals, and personal milestones.

This role is responsible for providing direct and indirect application and procedural support within the KPMG Digital DeskIT Support Center.

This includes supporting 1st level analysts during live calls / chats; engaging with 2nd / 3rd level support teams to establish, clarify, and document knowledge articles and processes; as well identifying opportunities for additional 1st level training.

Direct customer support is provided for specific applications and escalations.

Strong verbal / written communication, problem solving and organizational skills to support an environment driven by customer service and team work.

Ability to build productive relationships with peers.

Responsabilities

Provide Level 1 phone / chat support and meet and / or exceed service level agreements for assigned support tickets.

Record requests, incidents and status information through the use of firm's ticket handling system.

Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call / chat resolution and customer service.

Meet and / or exceed service level agreements for all support interactions (e.g., phone, chat, tickets).

Support the implementation and deployment of internal business systems and solutions

• Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status

Help train and support our new hires via peer advising if required

Ability to work a flexible schedule, including weekend days, to support 24x7 environment.

Utilize and contribute knowledge articles to the knowledge base.

Qualifications

Experience in Service Desk Support and Customer Service Support.

Technical experience in many areas related to hardware, Windows 10, web-based and 3rd party applications, network and remote connectivity, and iOS / Android mobile platforms.

Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook.

Knowledge in the area of wireless capabilities such as PDA devices, hot-spots and air cards.

Ability to multitask and function in a fast-paced, high energy environment.

Ability to quickly learn and retain information by means of written and verbal instruction.

Ability to demonstrate extensive troubleshooting skills

Strong verbal / written communication, problem solving and organizational skills to support an environment driven by customer service and team work.

Ability to build productive relationships with peers.

And because we know that thriving at work also means thriving in life, we back this mindset with

KTSAMÁS

, our total rewards program, designed to support your well-being, goals, and personal milestones.

Expand your possibilities with KTSA through KTSAMÁS, where you can access :

Extended maternity, paternity, and adoption leaves

Above-market vacation benefits

Hybrid work model

Learning opportunities, training, and certification programs

Extended marriage leave and daycare support

Wellness and Employee Assistance Programs (EAP)

Comprehensive medical plan, life insurance, car insurance, and funeral assistance

Visit

to learn more.

At KTSA, we celebrate and support everyone's individuality.

We do not discriminate against any race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, or disability.

We are supportive of helping you to achieve a balance between your home and work demands.

We are happy to discuss specific requirements and our range of flexible working arrangements could be of interest.

Please ask to find out more.

We strongly state that we DO NOT require a certificate of non-pregnancy or HIV in order to participate in any of our processes.

Explore KTSA, we dare to be different!

KTSA - KPMG Technology Services of Americas

#KTSACareers #LifeatKTSA #SoyKTSA #ExploreKTSA