Job Description

Job Summary

As a Sr Analyst in the Support & Operations work area, you will play a crucial role in delivering exceptional Level 1 remote desktop support for Spanish-speaking customers. Your expertise in troubleshooting and resolving technical issues will directly impact customer satisfaction and operational efficiency. By adhering to quality standards and service level agreements, you will ensure a seamless experience for our clients while contributing to the continuous improvement of our support processes.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Timely Resolution Within Agreed Slas.
2. Adhere To Quality Standards For Voice And Accent, Ensuring Clear Communication In Spanish While Meeting Regulatory Requirements And Company Policies.
3. Enhance Customer Experience By Achieving First Call Resolution Targets, Maintaining Low Average Handling Times, And Minimizing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Login Efficiency To Support Customers Effectively During Operational Hours.
5. Document Work Logs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists, Routing Problems To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Added Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Proficiency.

Skill Requirements

1. Proficient In Spanish (Spain) And English With Strong Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Support Tools.
3. Familiarity With Troubleshooting Hardware, Software, And Network Issues.
4. Basic Knowledge Of Customer Service Best Practices And Quality Standards.

Other Requirements

1. Certifications In Itil Foundation Or Relevant Technical Support Certifications Are Optional But Valuable.
2. Additional Language Certifications Or Customer Service Training Are Also Beneficial