N1 Service Desk Analyst, Fluent Spanish

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

📋 Description

• Deliver first-level (N1) support through phone, chat, and ticketing systems

• Offer remote assistance to users

• Log, monitor, and manage support tickets

• Conduct user identity and account verifications while guiding users on system access and usage

• Reset and unlock user passwords

• Aid in authenticator setup and address access-related issues

• Execute initial troubleshooting and resolve incidents within the first-level support framework

• Escalate tickets to appropriate support teams when required

• Accurately document the information received and actions taken during each interaction

• Ensure timely, high-quality support, aiming to resolve requests and enhance user satisfaction

⛳️ Requirements

• High school diploma or equivalent

• Proficient in Spanish, capable of delivering professional support via phone and other platforms

• Background in customer service and support

• Fundamental understanding of computers and technology

• Excellent verbal and written communication abilities

• Competence in providing remote support and troubleshooting issues

• Organized and detail-oriented approach to ticket documentation and follow-up

• Technical certification or coursework in IT or a related discipline

• Previous experience in Service Desk, Help Desk, or N1 technical support roles

• Familiarity with ticket management systems

• Experience in delivering customer support via phone

• Proven experience in providing remote support to users

🏝️ Benefits

• Flexible work arrangements that encourage a balanced work-life dynamic

• Opportunities for professional development and skill enhancement

• A collaborative, diverse, and innovative workplace environment

• Access to SONDA Academy: a learning platform for ongoing professional growth

• Hybrid working model, blending both on-site and remote work

• Participation in SONDA Wellness, featuring initiatives focused on physical, mental, and social health