Job Description

Job Summary

As a Support Analyst, you will play a vital role in delivering exceptional Level 1 remote desktop support. Your primary responsibility will be to resolve assigned tickets efficiently and effectively, ensuring adherence to the company's Service Level Agreements (SLAs) and quality standards. Your proficiency in Spanish will be crucial in providing excellent customer service, enhancing the overall customer experience.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To The Agreed Sla For Ticket Volume And Response Time.
2. Maintain Quality Standards By Monitoring Voice And Accent, As Well As Complying With Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Satisfaction By Striving For First Call Resolution, Minimizing Average Handling Time, And Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability For Customers By Maintaining Efficient Login Practices And Being Readily Accessible During Support Hours.
5. Accurately Update Worklogs And Follow The Shift/Escalation Process To Escalate Complex Issues To The Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.

Skill Requirements

1. Proficiency In Spanish (Spain) For Effective Communication With Customers.
2. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Techniques.
3. Familiarity With Ticketing Systems And It Support Processes.
4. Strong Communication And Interpersonal Skills To Ensure Positive Customer Interactions.
5. Fundamental Knowledge Of Hardware And Software Troubleshooting.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation Certification, Comptia A+ Certification