Associate Consultant

**Job Summary:**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.- 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 C1Career Level - IC1**Job Summary:**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.- 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 custo