Service Desk Consultant – Spanish

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, where feasible, offer resolutions to issues.

• Forward incidents to the relevant Tier II support team when a first-call resolution is unattainable, and oversee incidents throughout their lifecycle.

• Comprehend and assist with both internal and external escalations.

• Recognize opportunities for process improvements and work collaboratively with peers and supervisors to enhance service delivery.

• Provide tier I support for IT and communication systems utilized by the service desk.

• Ensure exceptional service delivery while assisting clients around the world.

⛳️ Requirements

• A minimum of 2 years of experience in a technical support role delivering tier I support in a service desk or help desk capacity.

• Proficiency in both Spanish and English, enabling effective communication in a professional context.

• Outstanding bilingual written and verbal communication abilities in Spanish.

• Demonstrated capability to troubleshoot and resolve both technical and procedural challenges.

• Flexibility to adapt to changing customer demands while managing high-pressure situations swiftly and professionally.

• Ability to build rapport with peers and colleagues.

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

• Willingness to work during weekends.

• Understanding of ITIL Incident Management principles.

• A+ Certification is preferred.

🏝️ Benefits

• Recognition programs.

• A great team and workplace culture.

• Enjoyable work environment.

• Potential for contract extension or conversion to full-time employment.