Job Description

Job Summary

This role is responsible for delivering technical support and issue resolution in both English and Latin American Spanish within Windows environments. The position ensures timely ticket handling, root cause analysis, and contributes to continuous service improvement, directly impacting customer satisfaction and operational excellence.

Key Responsibilities

1. Resolve technical support tickets using Windows OS troubleshooting skills and bilingual communication (English and Latin American Spanish), ensuring adherence to defined SLAs and quality standards.
2. Provide on-call support for escalated Windows system issues, performing in-depth root cause analysis to identify and address recurring problems.
3. Update and manage knowledge base documentation in both English and Latin American Spanish, ensuring accuracy and accessibility for team members.
4. Coach and train new analysts and team members on Windows support processes and bilingual communication best practices, supporting team capability development.
5. Ensure positive customer experience by delivering first call resolution, minimizing rejected solutions and reopened cases through effective use of Windows support tools and bilingual service delivery.

Skill Requirements

1. Solid Command Of Both English And Latin American Spanish For Technical Communication
2. Solid Understanding Of Ticketing Systems And Incident Management Processes
3. Solid Skills In Documenting Technical Solutions And Updating Knowledge Bases
4. Solid Ability To Conduct Root Cause Analysis For Recurring Technical Issues
5. Solid Capability To Coach And Guide Team Members In Technical Support Processes

Other Requirements

1. Optional: Microsoft Certified: Windows Client or equivalent certification
2. Optional: DELE (Diploma de Espa�ol como Lengua Extranjera) or equivalent Spanish language certificatio