CI&T

Mid-Level Support Analyst, Spanish Speaker

CI&T

full-time

Posted on:

Origin:  • 🇨🇴 Colombia

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Job Level

Mid-LevelSenior

About the role

  • To address and resolve support requests for users and production support, ensuring the restoration of production operations as quickly as possible while meeting the needs of end users. The main mission is to provide personalized service, focusing on empathy and the efficient resolution of incidents and requests, within agreed-upon deadlines.
  • Main Responsibilities/experience that you should have:
  • Respond to support requests, clarifying doubts from end users and resolving incidents and service requests.
  • Restore production operations through remedial actions, following service level agreements (SLAs).
  • Keep the user informed about the lifecycle of the support ticket, from opening to resolution.
  • Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client’s business.
  • Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution on the first engagement by the support team.
  • Promote user satisfaction by establishing a partnership and empathetic relationship with the reported issue.
  • Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently.
  • Collaborate with the support team by sharing knowledge and contributing to collective learning.
  • Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.
  • Develop and maintain systems that promote continuous delivery and effective integration of new technologies, aligned with the Flow strategy.

Requirements

  • Languages
  • English - Required (multicultural team)
  • Spanish - Required (Mexican client)
  • Soft Skills
  • Problem Solving: Strong analytical skills to effectively troubleshoot and resolve problems.
  • Communication: Excellent verbal and written communication skills for effective interactions with clients and team members.
  • Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.
  • Teamwork: Collaborative mindset to work effectively with cross-functional teams.
  • Adaptability: Willingness to learn and adapt to new tools and processes.
  • Main Responsibilities/experience that you should have:
  • Respond to support requests, clarifying doubts from end users and resolving incidents and service requests.
  • Restore production operations through remedial actions, following service level agreements (SLAs).
  • Keep the user informed about the lifecycle of the support ticket, from opening to resolution.
  • Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client’s business.
  • Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution on the first engagement by the support team.
  • Promote user satisfaction by establishing a partnership and empathetic relationship with the reported issue.
  • Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently.
  • Collaborate with the support team by sharing knowledge and contributing to collective learning.
  • Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.
  • Develop and maintain systems that promote continuous delivery and effective integration of new technologies, aligned with the Flow strategy.