Global Service Desk Analyst – Spanish Bilingual

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

📋 Description

• Log thoroughly documented customer issues into a ticket management system.

• Assess the symptoms, gauge the urgency, and where feasible, offer a resolution to the issue.

• Route an incident to the appropriate Tier II support group when first-call resolution is not achievable, and oversee the incident throughout its lifecycle.

• Comprehend and assist with all internal and external escalations.

• Continuously seek opportunities for process enhancements and collaborate with peers and leads in improving service delivery.

⛳️ Requirements

• Over 2 years of experience in a technical support capacity providing tier I support in a service desk or help desk environment.

• Proficiency in Spanish, enabling fluent communication in a professional setting.

• Exceptional bilingual communication skills in Spanish and English, both written and verbal.

• Demonstrated ability to troubleshoot and resolve technical and procedural challenges.

• Capability to adjust to varying customer demands and handle high-pressure situations while responding swiftly and professionally.

• Ability to build rapport with peers and colleagues.

• Proven track record of delivering outstanding customer service both on the phone and off.

• Willingness to work an overnight shift.

🏝️ Benefits

• RSP Plan

• Comprehensive benefits package from the first day of employment.