Associate Consultant

hace 2 semanas

Zapopan, México Oracle A tiempo completo

**Responsibilities**:

- Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.
- Communicate with English-speaking clients fluently at the C1 level to understand and address their technical needs.
- Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users.
- Escalate complex technical issues to appropriate IT support teams for further investigation and resolution.
- Log all support requests and interactions in the ticketing system, ensuring accurate and detailed documentation.
- Maintain and update knowledge base articles in both Spanish and English to facilitate efficient issue resolution and self-service options for end-users.
- Collaborate with other team members to address common technical challenges and share best practices.
- Assist in onboarding new employees, setting up workstations, and providing orientation to IT policies and procedures.
- Provide remote support to clients, troubleshooting issues on their computers or devices.
- Adhere to service level agreements (SLAs) and maintain a high level of customer service and professionalism.
- Stay up-to-date with the latest technology trends and developments in the IT industry.

**Requirements**:

- Proven work experience as a Service Desk Employee or in a similar customer support role.
- Technical aptitude and knowledge of networking.
- English language proficiency at the C1 level is necessary to effectively communicate with English-speaking clients.
- Excellent communication skills, both verbal and written, in both Spanish and English.
- Familiarity with ticketing systems and remote support tools.
- Ability to multitask and prioritize workload to meet SLAs and deadlines.
- Problem-solving skills and the ability to think analytically to diagnose and resolve technical issues.
- Customer-oriented approach with a focus on delivering exceptional service and building positive client relationships.
- A degree or certification in a relevant IT field is a plus.

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