Mid-Level Support Analyst, Spanish Speaker
CI&T
Operations Support Technician I
DeepSeas
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $60,000 per year
Job Level
Mid-LevelSenior
About the role
- · Incident handling and triage: Serve as the initial point of contact for technical issues reported via phone, email, chat, or a ticketing system by clients. Gather essential information from users to accurately categorize the problem.
- · Basic troubleshooting: Diagnose and resolve common, straightforward issues by following documented procedures and a knowledge base.
- · Escalation: Identify and escalate more complex or critical issues to Tier 2 or Tier 3 support teams, providing a clear and detailed account of the problem and the steps already taken.
- · Communication: Maintain professional and clear communication with end-users throughout the process, keeping them informed of the status of their requests.
- · Documentation: Create and update help desk tickets, documenting the issue, troubleshooting steps, and resolution. This helps build the knowledge base for future issues.
- · User support: Provide basic technical assistance for user access such as password resets and MFA setup.
- · Incident Reporting with our Partner: Gather the required information from our clients / referrals to request services from our partners with detailed accurate information from the caller (requestor). In an efficient, calm and expedient manner send request and confirm of partner’s acknowledgment. Follow up as needed.
- · Additional Ops Support Tasks – Support additional tasks for the Technology Operations Center team to provide excellent Client services as needed.
Requirements
- · Technical aptitude: Fundamental understanding of computer systems, networks, and common software.
- · Problem-solving: Ability to quickly analyze a problem and determine the most appropriate course of action.
- · Communication: Excellent verbal and written communication skills to effectively interact with clients & end-users and technical teams.
- · Organizational skills: Ability to manage and prioritize a high volume of support requests and tasks.
- · Operational Focus and Mindset – Be prepared to work in a mission-oriented operations team. Act with a sense of urgency and importance. Be vigilant and diligent to ensure constant high quality.
- · Customer service: Patience and a customer-focused attitude to assist people who may be frustrated or under pressure.
- · Tools familiarity: Experience with ticketing systems (e.g., Service Now, Slack) and other support software.
- · Must be able to understand job duties and responsibilities, have the necessary skills/knowledge and be willing and able to continue learning and growing within the field.
- · Proven ability to comprehend and execute documented processes.
- · Excellent Client Phone support experience
- · Excellent verbal and written communication skills.
