Bilingual Customer Support Agent

hace 2 semanas

Ciudad de México CDMX OKTO A tiempo completo

OKTO is on an exciting journey of growth, and we are looking for talented individuals who can showcase their professionalism, passion, and creativity. Join us, and you will find ample opportunities for career advancement, challenges, and a pathway for growth.

Since our inception in 2019, we have been enhancing payment interactions in the online and retail gaming sectors, leveraging our local knowledge and international expertise to introduce frictionless payment solutions. As we expand, we currently employ over 100 payment experts, gaming insiders, and software engineers, serving dynamic markets in Brazil, Romania, Italy, Greece, Germany, the UK, and Spain.

**Role Summary**:
**Key Responsibilities**

**Technical Support**:

- Troubleshooting and Resolution: Diagnose and resolve technical issues.
- Incident Management: Manage and prioritize support tickets, escalating complex issues to higher-level technical teams when necessary.
- System Monitoring: Monitor system performance and identify potential issues before they impact users.

**Customer Interaction**:

- Customer Assistance: Addressing the client's technical questions and concerns.
- Documentation: Maintain detailed records of customer interactions, issues, and resolutions in a ticketing system.

**Technical Documentation**:

- User Guides and Manuals: Create and update user guides, FAQs, and other documentation to help users understand and effectively use systems.
- Knowledge Base: Contribute to a knowledge base with solutions to common problems for internal and external reference.

**System Maintenance**:
Testing: Test new systems or updates to ensure they work correctly and meet user requirements.

**Collaboration**:

- Cross-Functional Teams: Work with other IT teams, developers, and business units to resolve complex issues and implement new solutions.
- Feedback Loop: Provide feedback on system performance and user experience to help improve products and services.

**Training and Support**:

- End-User/ Merchant Training: Provide training and support to users on new systems or software.
- Onboarding: Assist with onboarding new users, including setting up accounts and providing initial training

**Requirements**:
**Skills and Qualifications**:

- Strong understanding of the systems, software, or technology the company uses, including operating systems, databases, and networking.
- Ability to diagnose and resolve issues efficiently, often under pressure.
- Clear and effective communication skills to explain technical issues to non-technical users.
- Strong customer service skills to handle user interactions professionally and empathetically. Precision in documenting issues, resolutions, and maintaining system configurations

**Typical Background**:

- A degree in Information Technology, Computer Science, or a related field is preferred.
- Previous experience in technical support, helpdesk, or IT roles is commonly required.
- Proficient in English, both written and spoken.

**Benefits**

Competitive remuneration package according to your experience

Opportunity to work in a fast-paced international company

Friendly, motivating, and challenging environment where you can thrive and develop your skills

Continuous training for all your learning and development needs

**Please submit your CV in English.

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