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People, forward.
Global Service Desk Analyst – Spanish Bilingual
Location
Canada
Posted
45 days ago
Salary
$40K - $52K / year
Seniority
Mid Level
Job Description
Global Service Desk Analyst – Spanish Bilingual
Long View Systems
• Submit fully documented customer issues into a ticket management system • Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue • Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle • Understand and assist with all internal and external escalations • Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
Job Requirements
- 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- The ability to speak Spanish fluently in a professional environment
- Excellent Spanish bilingual and English written and verbal communication skills
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work an overnight shift
Benefits
- RSP Plan
- Comprehensive benefits package from day one
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