Incident Management with Spanish and English

Job description

• Responds to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
• Identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
• Follows the incident life cycle as defined by process viz – logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.

Desired profile

Qualifications :

• Excellent communication Spanish skills
• Excellent written communication skills with email.
• Fundamental Technical know-how on system trouble shooting

Good to Have:
• Technical Certifications like A+, Network +, Security +, CCNA, MCP, MCSP etc
• Experience should be from voice based technical support desk, supporting Americas/Europe/ EMEA etc

Continent customers.
• Domestic tech support can be considered post evaluating on Voice and accent of candidate.

Our offer:
• Opportunity to work from home-1-2 days/week;
• Attractive benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription;
• Access to a global network of knowledge and resources;
• Extensive training through a variety of methods – online, classroom etc;
• Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
• An experienced Career Counselor to guide you and check on your progress;
• Interesting and challenging work for the world's leading companies – our clients;
• Professional growth opportunities that recognize individual contributions and performance;
• A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life;
• Relocation package for candidates from other cities/ countries (if applicable).