Global Service Desk Analyst – Spanish Bilingual
Job Description:
- Submit fully documented customer issues into a ticket management system
- Analyze symptoms, determine urgency, and provide resolutions where possible
- Dispatch incidents to appropriate Tier II support when first-call resolution is not possible and manage incidents through their lifecycle
- Understand and assist with internal and external escalations
- Identify process improvement opportunities and collaborate with peers and leads to improve service delivery
- Provide Tier I support for IT and communications systems used by the service desk
- Lead delivery of service excellence while servicing clients across the globe
Requirements:
- 2+ years of experience in a technical support role providing Tier I support in a service desk or help desk role
- Ability to speak Spanish and English 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 on and off the phone
- Ability and willingness to work over weekends
- Understanding of ITIL Incident Management
- A+ Certification
Benefits:
- Recognition programs
- Great people and culture
- FUN
- Equal opportunity employer
- Interview or role accommodations available upon request
