IT Support level 1 with Spanish
What are we looking for?
An advanced Spanish and English level is mandatory and you will also need a good level of English to do the job right.
You will work as part of a large and friendly team so it’s important to be a team player.
We like customer management skills as well as a keen eye for details and problem solving attitude.
And we will value your willingness to learn!
•Very good PC knowledge
•University graduate (technical profile - advantage)
•Self-motivated with ability to work both independently and as part of a team;
•Problem solving attitude and client oriented;
•Ability to handle client on one-on-one basis, via e-mails and calls;
•Patience, empathy, diligence;
•Responsible, mature and punctual behavior;
•Answering phone calls in the mentioned languages, on a priority established by the team leader;
•Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
•Troubleshooting IT problems (incidents) according to the Standard Operating Procedures (SOP) and process trainings;
•Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
•Sharing with all team members any knowledge obtained through end-user or resolver interactions
•Attending training sessions;
•Arranging working schedule with colleagues flexibly, according to business needs.
•Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
•Providing assistance to new colleagues whenever possible;
•Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;
How about being the single point of contact in IT matters, for your client? Be it phone, chat, e-mail or ticketing platforms your support is highly valued and appreciated! You will learn how to work in a virtual environment, interacting with colleagues and clients all over the globe.
How can you make a difference? Understand your customer’s needs and exceed its expectations with a friendly and can-do attitude.
• Providing support for user requests around hardware, software, network and service issues
• Coordinate incident resolutions with Level 2 and Level 3 staff
• Logging and keeping records of user queries