Associate Consultant

Job Summary:

As a Service Desk, you will be the first point of contact for customers seeking technical assistance over email, phone, or ticketing system tool. You will provide support to customers, troubleshoot technical issues, and offer timely resolutions. Proficiency in English at the C1 level is necessary to communicate effectively with our English-speaking customers. Your excellent communication skills and technical knowledge will play a crucial role in delivering high-quality customer service and ensuring client satisfaction.

Responsibilities:

Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support. Communicate with English-speaking customer fluently at the C1 level to understand and address their technical needs. Respond to support requests via phone, email, or ticketing tool system and ensure timely resolution of issues. Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users. Escalate complex technical issues to appropriate cross-functional teams: Sessions, Signaling, Apps 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 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. Responsible for understanding and improving customer satisfaction scores for their overall team Recommends alterations and identifies areas to improve for processes that they manage Participates in the development and improvement of processes while working with other cross-functional teams Has an expert understanding of the service desk process and the ability to articulate it in any situation Report and triage system issues to the proper channels

Requirements:

Excellent knowledge of call center operations, best practices, and customer service principles Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders Technical aptitude and knowledge of networking. 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. Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively 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. Fluency in written and spoken English C1

Career Level - IC1

Job Summary:

As a Service Desk, you will be the first point of contact for customers seeking technical assistance over email, phone, or ticketing system tool. You will provide support to customers, troubleshoot technical issues, and offer timely resolutions. Proficiency in English at the C1 level is necessary to communicate effectively with our English-speaking customers. Your excellent communication skills and technical knowledge will play a crucial role in delivering high-quality customer service and ensuring client satisfaction.

Responsibilities:

Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support. Communicate with English-speaking customer fluently at the C1 level to understand and address their technical needs. Respond to support requests via phone, email, or ticketing tool system and ensure timely resolution of issues. Diagnose and troubleshoot technical problems, providing step-by-step guidance to end-users. Escalate complex technical issues to appropriate cross-functional teams: Sessions, Signaling, Apps 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 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. Responsible for understanding and improving customer satisfaction scores for their overall team Recommends alterations and identifies areas to improve for processes that they manage Participates in the development and improvement of processes while working with other cross-functional teams Has an expert understanding of the service desk process and the ability to articulate it in any situation Report and triage system issues to the proper channels

Requirements:

Excellent knowledge of call center operations, best practices, and customer service principles Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders Technical aptitude and knowledge of networking. 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. Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively 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. Fluency in written and spoken English C1

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