Technical Support Specialist

hace 5 días

Zapopan, Jalisco, México Oracle A tiempo completo

**Role Summary**:

We are seeking a highly skilled Technical Support Specialist to join our team at Oracle. As a key member of our IT service desk, you will be responsible for providing exceptional technical support to our clients, ensuring their issues are resolved efficiently and effectively.

**Key Responsibilities**:

  • Act as the primary point of contact for Spanish-speaking clients, providing 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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