Service Desk Technician

Job Title: Service Desk specialist, Portuguese fluent – Especialista de mesa de ayuda con Portugues fluido

Location: Sur de la Ciudad de México

Job summary:

Responsible for providing the first level of telephone, chat, email, self-service/web portal support of hardware, systems, sub-systems and/or applications and infrastructure for users in Portuguese. Manages end to end support for Incidents and Service Requests. Answers simple to complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex issues to higher level of support.

The L1 Analyst is required to support Service Desk clients and the contractual service level through prompt responses, high level customer service and technical first contact support. They are also required to clearly articulate customer requirements and interact with different support teams and third-party service providers.

Mandatory:

• Fluent in Portuguese and Spanish, proficient in English.
• 1 year or more of experience as Service Desk agent.
• Experience using a ticketing platform.
• Able to work 100% in office.

Job Responsibilities

• Attends to service desk calls, emails, chats or self-service tickets on technical / process related issues and provide support / assistance to customers.
• Creates and resolves incidents / service request with complete and accurate documentation.
• Follows all predefined procedures to meet SLA targets and to ensure that the performance parameters are met.
• Efficiently resolves query/issue as per SOPs. Follows escalation process to L2/L3 for issues not within the scope of support.
• Responds to and resolve customer requests, relating to software, hardware, network operations, applications and infrastructure by providing fast, efficient and friendly customer service.
• Keep users aware of resolution steps and update, providing end to end ownership of owned tickets.
• Assists in cross training and communicate quick fixes.
• Creates SOPs or provide knowledge improvement feedback to SMEs.
• Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom.
• Shows basic awareness of the client business and key processes to relate own area of work to client outcomes.
• Shows working knowledge of individual task- oriented BPO business / operations process and tools like Service Now, Active Directory, etc. to comply with defined processes.
• Demonstrates basic understanding of the data elements (transaction level details, SLA parameters at the individual level) required to support timely and accurate processing and reporting.
• Demonstrates basic understanding of performance measures requirements in his/her own area of work to deliver as per expected performance standards.
• Exhibits basic understanding of risk identification principles to identify risks and liabilities associated with his/ her area of work and eliminate the impact.
• Comes up with new ideas to improve his/her own work area, identifies personal learning goals, leverages formal as well as informal learning mechanisms and prioritizes learning. Experiments with new ways in own area of work of doing things; extracts appropriate learning from a failure. Constantly looks at doing things better to enhance own output.
• Seeks to understand customer needs and builds credibility with the customer by providing inputs on solutions. Integrates client feedback and delivers according to agreed specifications and timelines to ensure highest level of client satisfaction. Proactively identifies red flags in own work output and escalates them to the manager for immediate action.
• Structures thoughts, uses simple words and is proficient in the Portuguese and English languages, listens attentively and asks questions to seek clarity for oneself. Communicates with conviction and is confident to share own point of view in team meetings.
• Breaks down the problem into its constituent parts to get a better understanding of issues. Evaluates the available solution options while solving problems.