Tier 1 Helpdesk Support, English-Speaking

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

📋 Description

• Deliver Tier 1 support within a Helpdesk setting

• Recognize requests from end-users

• Classify and document reported inquiries while providing solutions

• Assist in problem identification

• Manage the creation, modification, and deactivation of user accounts

• Conduct identity verification and entitlement validation before processing requests

• Maintain and refresh user access across various systems including directory services, applications, and client platforms

• Ensure adherence to least privilege principles and client security standards

• Escalate unresolved issues to higher-level support

• Oversee customer service or service desk operations

• Serve as a primary contact for users and customers of support services

• Record, classify, and prioritize requests in accordance with classification standards

• Ensure compliance with Service Level Agreements (SLA)

⛳️ Requirements

• Proficient English speaker

• Minimum of 3 years experience in a call center

• Preferred experience in account management (e.g., Active Directory Access, Application Access, etc.)

• Required background in Helpdesk / Technical Support roles

• Strong command of the English language, both verbal and written

• Flexible with shifting schedules

• Awareness of key performance indicators

• Comprehension of the relationship between work quality and efficiency

• Committed to work with no previous attendance issues

• Capable of multitasking and available to work on holidays, Saturdays, and Sundays

• Proven stability in previous positions – not a frequent job changer

• Ability to collaborate effectively with team members

• Background in Helpdesk / Technical Support

• Familiarity with technical troubleshooting (e.g., Active Directory, LAN, Sound Card, Routers, etc.)

• Strong logical reasoning and thought processes

• High typing proficiency = 50 words per minute

• Excellent critical thinking skills

• Ability to work with a high degree of accuracy and attention to detail

🏝️ Benefits

• Diversity is our way of life!