Digital Communications Help Desk

ESA - Electronic Security Association

Providing technical and process support for Digital Communication agents to maintain service levels. Partnering with agents, leadership, and cross-functional teams for continuous improvement.

Posted 4/27/2026full-timeSan Luis Potosí • 🇲🇽 MexicoJuniorWebsite

About the role

Key responsibilities & impact

Identify interactions that pose reputational or brand risk.
Serve as the central Digital Help Desk lead for all Digital communication channels, providing technical guidance and escalation support.
Align, maintain, and continuously improve Digital SOPs, workflows, and KCS documentation to ensure operational consistency and scalability.
Act as a liaison between Digital agents, leadership, and cross-functional partners, ensuring clarity and alignment.
Manage ROS communication cycles, translating leadership updates into clear Digital team execution.
Monitor escalations, trends, and recurring issues to drive training initiatives and Digital CX improvement projects.
Periodically review resolved escalations to ensure correct resolution, proper tone, and brand alignment.
Act as a subject matter expert for digital support systems (e.g. Khoros), supporting agents with platform usage, workflows, and best practices.

Requirements

What you’ll need

Strong English verbal and written communication skills.
Tenure of 18+ months in current position.
+6 months in Customer facing experience within Digital Support environments.
Experience navigating Khoros platform.

Benefits

Comp & perks

Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
A collaborative and inclusive work environment where your contributions are valued.
Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
Access to cutting-edge tools, resources, and a supportive team to help you excel.
The chance to work with a global, innovative company shaping the future in its industry.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Digital communicationTechnical guidanceEscalation supportSOPsWorkflowsKCS documentationDigital CX improvementCustomer supportBrand alignmentSubject matter expert

Soft Skills

Verbal communicationWritten communicationLiaisonClarityAlignmentMonitoringTraining initiativesProblem-solvingCollaborationAdaptability