Bilingual Service Desk Analyst – Spanish

This is a fully remote position, open to applicants in Chile.

📋 Description

• Deliver first-level (N1) technical support and assistance to users in Spanish.

• Identify, log, categorize, and monitor IT incidents and service requests.

• Offer users technical guidance to resolve end-user computing challenges.

• Execute troubleshooting and remediation processes according to established standards.

• Resolve tickets during the initial contact using available resources and knowledge bases.

• Escalate complex incidents and requests to the relevant teams.

• Maintain clear and precise records in ticket management systems.

• Support various clients and operations.

• Adhere to operational procedures, service metrics, and performance targets.

• Engage in training and continuous improvement initiatives.

• Deliver courteous, efficient service aimed at ensuring user satisfaction.

⛳️ Requirements

• High school diploma.

• Proficient in Spanish, capable of providing technical support exclusively in Spanish.

• Understanding of end-user computing, evidenced by practical experience or relevant coursework.

• Basic knowledge of computers, operating systems, and user support.

• Availability to complete a general technical knowledge assessment.

• Native Spanish proficiency is a valuable asset.

• Previous experience in Service Desk, Help Desk, technical support, or customer service is advantageous.

• Experience in providing technical support in Spanish is considered beneficial.

• Familiarity with ticket management tools and knowledge bases is a plus.

• Experience with remote support and first-level incident resolution is an asset.

• Technical education in Information Technology or a related field is regarded as an advantage.

• Experience in multi-client, multiskill service operations is a plus.

• Familiarity with service metrics and first-contact resolution is considered beneficial.

🏝️ Benefits

• Flexible work arrangements that support a healthy work-life balance.

• Opportunities for professional development and continuous skill enhancement.

• A collaborative, diverse, and innovative work environment.

• SONDA Academy: a learning platform dedicated to your professional growth.

• SONDA Wellness Program, featuring initiatives aimed at physical, mental, and social well-being.

• Options for on-site and remote work, as applicable under SONDA's general benefits.