Global Service Desk Analyst – Spanish Bilingual, Overnight

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

📋 Description

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

• Evaluate symptoms, assess urgency, and whenever feasible, offer resolutions.

• Route incidents to the suitable Tier II support team when first-call resolution isn't attainable, and oversee incidents throughout their lifecycle.

• Comprehend and assist with both internal and external escalations.

• Spot opportunities for process enhancements and collaborate with peers and leaders to elevate service delivery.

• Deliver Tier I support for IT and communication systems utilized by the service desk.

• Drive the delivery of exceptional service while assisting clients globally.

⛳️ Requirements

• Over 2 years of experience in a technical support position providing Tier I assistance in a service desk or help desk environment.

• Fluency in Spanish in a professional setting.

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

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

• Capacity to adapt to changing customer demands and manage high-pressure situations with quick and professional responses.

• Ability to build rapport with peers and colleagues.

• Proven track record of delivering excellent customer service both over the phone and in person.

• Willingness to work overnight shifts.

• Understanding of ITIL Incident Management.

• A+ Certification.

🏝️ Benefits

• Fantastic team and organizational culture.

• Employee recognition programs.

• RSP Plan.

• Comprehensive benefits package starting from day one.