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Technical Support Analyst – Mid-level
Quality DigitalTechnical Support Analyst in a team specializing in IT solutions. Assisting clients and ensuring satisfaction with innovative services.
About the role
Key responsibilities & impact- Classify, validate, and route leads according to the company's established criteria
- Contact customers to conduct satisfaction surveys and follow up on the customer experience
- Record information, incidents, and feedback in the system, ensuring data is organized and up to date
- Provide user support via phone, remote access, or in-person assistance when necessary
- Monitor satisfaction, quality, and performance metrics for support interactions
- Collect and analyze customer experience data to identify opportunities for improvement
- Assist in designing and implementing satisfaction surveys and communication materials
- Map, review, and propose improvements to internal processes related to customer experience
- Participate in continuous improvement projects to help increase customer engagement and satisfaction
- Escalate issues to the appropriate teams when necessary, ensuring proper resolution of tickets.
Requirements
What you’ll need- Knowledge of Windows
- Advanced Excel
- Knowledge of Power BI
- Familiarity with Information Security concepts
- Strong verbal and written communication skills
- Analytical, organized, and proactive mindset
- Fluent Spanish (required)
Benefits
Comp & perks- Meal and/or grocery allowance for food and grocery purchases
- Medical and dental insurance to support the health of you and your family
- Pharmacy discounts for medications
- Childcare assistance in accordance with company policy
- Gym partnership or discounts to encourage physical activity
- Partnership with SESC for cultural and leisure programs
- Partnerships to support language studies, technology training, and online course platforms
- Payroll-deductible loans with attractive rates plus a financial education program
- Corporate University and learning tracks covering technology, soft skills, market trends, and more
- Employee referral program with potential rewards and bonuses
- Group life insurance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Advanced ExcelPower BIInformation Security
Soft Skills
strong verbal communicationstrong written communicationanalytical mindsetorganized mindsetproactive mindset