A Day in the life:

• • Submit fully documented customer issues into a ticket management system
  • Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
  • Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
  • Understand and assist with all internal and external escalations
  • Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery

What you bring:

• • 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
  • The ability to speak Spanish fluently in a professional environment
  • Excellent Spanish bilingual written and verbal communication skills
  • Proven ability to troubleshoot and resolve technical and procedural issues
  • Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
  • Capability to establish rapport among peers and colleagues
  • Proven ability to provide superior customer service both on and off of the phone
  • Ability and willingness to work over weekends

Job information can change without notice

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