Hace 2 sem
Service Desk Agent Spanish & Portuguese
$16,000 - $23,000 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
HíbridoDescripción
1. Background and Certifications:
· 4-6 years of experience providing IT support by phone or on site
· Strong experience providing support in portuguese language
· Experience leading teams (service Desk preferable)
· Certification in ITIL V4 Foundations
2. Required Skills:
· 3 -4 years of experience in Windows Front-End Environment (Win8, Win10)
· 3 -4 years of Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.)
· 4-6 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem management)
· 4-6 years of experience with Office Package (Outlook, Excel, Word, etc.)
· 2-3 years of experience providing L1 Network support.
· 4-6 years Knowledge with PC Hardware Structure Devices
· High capacity to analyze and synthetize
· 1-2 years of experience leading teams
· 4-6 years of experience providing Customer Care support
· Advanced Customer Experience Oriented
· Strong communication skills
· 4-6 years of knowledge with Service Desk SLA
· Skills building and presenting business reviews
3. Activities to Perform:
· Responsible for attending customer phone calls and tickets.
· Register all service requests within the Operations, specifically the ones assigned to his/her responsibility.
· Restoring issues as possible
· Solve the service requests within their domain or support group.
· Register and classify correctly the service request fields in ticketing tool.
· Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions.
· Document all the solutions in a comprehensible language for the Client.
· Verify the existence of scripts to solve service requests and generate script proposals when they do not exist.
· Transfer calls to the correct support group when the Client has called the incorrect group.
· Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog.
· Close the solved service requests and notify the Client about the solution.
· Assure the Client satisfaction regarding the solution offered.
· Provide daily follow-up to open service requests that have not been closed.
· Analyze the recurrent cases and propose solution to avoid and reduce demand
· Continuously propose creative ideas to optimize operation, reduce support demand and improve labor environment
ID: 19117776
Refina la ubicación de tu búsqueda
Refina la ubicación de tu búsqueda