**Job Summary:
**Responsibilities:
- Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.
- Communicate with English-speaking customer fluently at the C1 level to understand and address their technical needs.
- Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users.
- Escalate complex technical issues to appropriate cross-functional teams: Sessions, Signaling, Apps support teams for further investigation and resolution.
- Log all support requests and interactions in the ticketing system, ensuring accurate and detailed documentation.
- Maintain and update knowledge base articles in English to facilitate efficient issue resolution and self-service options for end-users.
- Collaborate with other team members to address common technical challenges and share best practices.
- Assist in onboarding new employees, setting up workstations, and providing orientation to IT policies and procedures.
- Provide remote support to clients, troubleshooting issues on their computers or devices.
- Adhere to service level agreements (SLAs) and maintain a high level of customer service and professionalism.
- Stay up-to-date with the latest technology trends and developments in the IT industry.
- Responsible for understanding and improving customer satisfaction scores for their overall team
- Recommends alterations and identifies areas to improve for processes that they manage
- Participates in the development and improvement of processes while working with other cross-functional teams
- Has an expert understanding of the service desk process and the ability to articulate it in any situation Report and triage system issues to the proper channels
**Requirements**:
- Excellent knowledge of call center operations, best practices, and customer service principles
- Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
- Technical aptitude and knowledge of networking.
- Familiarity with ticketing systems and remote support tools.
- Ability to multitask and prioritize workload to meet SLAs and deadlines.
- Problem-solving skills and the ability to think analytically to diagnose and resolve technical issues.
- Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively
- Customer-oriented approach with a focus on delivering exceptional service and building positive client relationships.
- A degree or certification in a relevant IT field is a plus.
- Fluency in written and spoken English C1
Career Level - IC1
**Job Summary:
**Responsibilities:
- Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.
- Communicate with English-speaking customer fluently at the C1 level to understand and address their technical needs.
- Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users.
- Escalate complex technical issues to appropriate cross-functional teams: Sessions, Signaling, Apps support teams for further investigation and resolution.
- Log all support requests and interactions in the ticketing system, ensuring accurate and detailed documentation.
- Maintain and update knowledge base articles in English to facilitate efficient issue resolution and self-service options for end-users.
- Collaborate with other team members to address common technical challenges and share best practices.
- Assist in onboarding new employees, setting up workstations, and providing orientation to IT policies and procedures.
- Provide remote support to clients, troubleshooting issues on their computers or devices.
- Adhere to service level agreements (SLAs) and maintain a high level of customer service and professionalism.
- Stay up-to-date with the latest technology trends and developments in the IT industry.
- Responsible for understanding and improving customer satisfaction scores for their overall team
- Recommends alterations and identifies areas to improve for processes that they manage
- Participates in the development and improvement of processes while working with other cross-functional teams
- Has an expert understanding of the service desk process and the ability to articulate it in any situation Report and triage system issues to the proper channels
**Requirements**:
- Excellent knowledge of call center operations, best practices, and customer service principles
- Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
- Technical aptitude and knowledge of networking.
- Familiarity with ticketing systems and remote support tools.
- Ability to multitask and prioritize workload to meet SLAs and deadlines.
- Problem-solving skills and the ability to think analytically to diagnose and resolve technical issues.
- Strong problem-solving and decision-making abilities with a focus on resolving custo