Managed Services Agent @Roboyo

[Hiring] Managed Services Agent @Roboyo

Mar 20, 2025 - Roboyo is hiring a remote Managed Services Agent. 💸 Salary: unspecified. 📍Location: Mexico.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are seeking a Managed Services Agent to join our team and ensure the highest quality service delivery for our clients. Agents are accountable for:

The ideal candidate is detail-oriented, proactive, and committed to meeting client service level agreements (SLAs).

Responsibilities

Request Management:
- Promptly respond to and take ownership of new service requests, providing initial responses to assure clients their issues are being addressed.
- Diagnose and resolve Level 1 requests efficiently, or escalate them for diagnosis when necessary.
- Continuously monitor ticket dashboards to ensure SLA adherence and escalate at-risk tickets to prevent threshold breaches.
Proactive System Monitoring:
- Regularly check client monitoring systems to ensure functionality and identify potential issues before alerts occur.
- Log into client systems monthly to ensure accounts remain active and up to date.
SLA and KPI Compliance:
- Ensure all service and SLA commitments are met, measured by SLA conformance, CSAT, and NPS scores.
- Frequently review SLA performance, escalate issues nearing thresholds, and collaborate with the Service Delivery Management team to resolve them.
Administrative Accountability:
- Ensuring proper management of internal procedures and maintaining client information.

Qualifications

RPA experience (UiPath, Automation Anywhere, Blue Prism)
Proven experience in service request management, preferably in ITSM or similar environments.
Familiarity with SLA adherence and performance monitoring tools.
Strong problem-solving and analytical skills, with the ability to prioritize tasks effectively.
Excellent communication skills for client interactions and team collaboration.

Benefits

Growth

Join a market-leading firm in one of the fastest-growing industries to pioneer the next generation of automated technologies.
Tailored development plan with career coaching.
Regular feedback - we value your opinion, and we appreciate new ideas.
International career and project opportunities.
Deepen your working knowledge of intelligent automation through our structured training courses.

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Before You Apply

️

📍	Be aware of the location restriction for this remote position: Mexico
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Managed Services Agent @Roboyo

Customer Service

Salary 💸 unspecified	Remote Location Mexico
Job Type unspecified	Posted Mar 20, 2025

️

📍	Be aware of the location restriction for this remote position: Mexico
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.