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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Level 1 support, ticket management, and service quality monitoring, with a strong focus on compliance with SLAs and continuous improvement of customer service processes. Proficient in using Zendesk and ServiceNow for effective incident tracking and resolution.
Highest-signal resume keywords
Level 1 SupportZendeskServiceNowSLA ManagementExcel Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket ManagementIncident AnalysisService Metrics MonitoringService Management MethodologiesOperational Deviation Identification
Soft Skills
Strong CommunicationOrganizational SkillsTeam CollaborationFlexibilityMultitasking
Industry Keywords
ITILAgribusiness SectorCustomer Service Processes
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide Level 1 (N1) support for tickets, analyzing, handling, and tracking requests through to resolution.
- Manage and monitor tickets using Zendesk and ServiceNow, ensuring requests are properly recorded, updated, and closed.
- Analyze incidents and requests, identifying causes and impacts, and route tickets to the appropriate teams when necessary.
- Monitor SLAs, deadlines, and service levels, ensuring compliance with the agreements established with the client.
- Track the progress of requests and follow up with the teams involved, ensuring deliverables are completed within the agreed deadlines.
- Identify recurring issues and opportunities to improve customer service processes.
- Prepare, monitor, and present service metrics, including ticket volume, SLA performance, backlog, resolution time, and quality.
- Ensure the quality of ticket records and resolutions, contributing to the continuous improvement of the customer experience.
- Support the identification of operational deviations and propose corrective and preventive actions.
- Participate in follow-up meetings with clients and internal teams, presenting status updates, metrics, areas of concern, and action plans.
- Maintain close communication with the teams involved, ensuring visibility into request status and delivery timelines.
Requirements
What you’ll need- Previous experience in operational roles is preferred.
- Organized, flexible, able to multitask, sense of urgency, and ability to work as part of a team.
- Advanced proficiency in Excel is essential.
- Strong communication skills with various departments.
- Previous experience in Level 2 (N2) support, Service Desk, or support for corporate clients is a plus.
- Knowledge of and experience with Zendesk and ServiceNow is a plus.
- Experience managing SLAs, metrics, backlog, and service quality is a plus.
- Experience tracking incidents and requests in high-criticality environments is a plus.
- Knowledge of service management methodologies and best practices, such as ITIL, is a plus.
- Experience or knowledge in the agribusiness sector is a plus.
- Analytical, organized, and results-oriented profile.
- Strong communication and relationship-building skills with clients and different internal teams.
- This position is also open to persons with disabilities.
Benefits
Comp & perks- Inclusion of persons with disabilities.
- Collaborative, stimulating, and inspiring work environment.
- Company that values diversity in race, color, religion, gender and gender identity, nationality, disability, sexual orientation, ancestry, and age.