.**Basic Information**:Ref Number- Req_00110131Primary Location- Home Office - MexicoCountry- MexicoWork Style- Remote**Description and Requirements**:**Your Role**As an L1/L2 IT Support Analyst, you should own the incident reported by the end user from assignment using the Autotask incident management system, til the successful handover for the client's validation (including acknowledgment) He/ She should be accountable for the whole chain, SLA and satisfaction and responsible for the direct analysis and potentially, task and actions related to it, performed directly by the support team putting always the resolution and satisfaction of the customer as the highest priority, requiring flexible business hours.**Responsibilities**- Answering field users' phone calls in the local language (Portuguese).- Documenting call(s) in our ticketing system (Autotask).- Analysis and resolution of incidences, or follow-up with other support levels (L2 & L3). - using our internal knowledge base and replicating the incident- Documentation of resolution on tickets in the system.- Provide functional support to the Backend users on new features/modules or to their questions/testing.- Manage customer monthly calls to show L2 ticket statistics.- Follow up on tickets with L3 and other teams (DEV, Hosting, PD...). Documentation of resolution of tickets in the system.**Key Soft and functional competencies****Soft Skills**- Customer and result oriented- Dealing with ambiguity- Proactive and creative- Learn on the fly- Assertive communication and networking skills**Tech Skills**- Business English and Spanish B1 or above- Fluent in Portuguese (required)- CPG Industry experience is required- Customer Support / IT Practices experience- Strong focus on customer satisfaction and results**Equal Employment Opportunity**We provide equal employment opportunities to all employees, and applicants for employment, and prohibit discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.Additional Job Description- As an L1/L2 IT Support Analyst, you should own the incident reported by the end user from assignment using the Autotask incident management system, til the successful handover for the client's validation (including acknowledgment) He/ She should be accountable for the whole chainEEO Statement- At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada
