Technical Support Lead with Spanish

Описание

Technical Support Lead with Spanish
THE EXPERIENCE MATTERS

C3i Solutions is a business process outsourcer specializing in global, high-touch consumer, patient and end user engagement. Our network of global contact centers provides unparalleled, 24/7, multi-lingual support to customers in over 175 countries. Since we had opened an office in Sofia in 2005, we are constantly attracting talented people and help them develop their potential.

If you are a tech-savvy person who has the skills and experience to handle high complexity cases in a Service desk environment this is the right challenge for you!

We now offer the opportunity to become part of an exciting business field and grow professionally by joining us at the position of Technical Support Lead fluent in Spanish.

Job Summary

• Provide an advanced level of technical, investigational and customer support in English and other foreign languages for applications/hardware defined in the scope of the service delivery structure for various pharmaceutical clients.
• Identify, troubleshoot and resolve customer problems by utilizing all technical resources available, while adhering to strict quality standards.
• Maintain deep expert knowledge on applications in scope, constantly strive to expand it and apply it in practice
• Act as mentor and reference point for Tier I Service desk agents
• Participate in onsite visits to client locations and act as front line IT expert for the client.

Principal responsibilities

Technical troubleshooting

• Provide assistance to Tier I Service desk agents in daily production work
• Perform production work as required by Operations Manager
• Provide professional and timely expert support for all applications/hardware in scope
• Liaise closely with Service desk and Client teams during the case investigation, to collect further information and provide a suitable resolution to the user.
• Perform multiple remote sessions support simultaneously using the relevant client tools
• Act as an internal escalation point for Tier I Service desk agents and assist with resolution of problems, issues, errors or other process related cases.
• Anticipate customer needs and proactively identifies solutions
• Plan, prioritize, organize and complete work to meet established objectives

Escalations management

• Promptly investigate calls escalated from the Tier I Service desk agents using the utilities and tools available.
• Escalate advanced customer issues to the respective Third party escalation teams as outlined in the respective process documentation.
• Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams.
• Handle potential outage situations, perform necessary steps to ensure the reported problem falls into the outage definitions, take respective actions in regards to the outage, and escalate accordingly as per the established procedures.
• Provide regular updates to all involved parties and act as a primary contact for requested outage information.


Testing, validation and continuous service improvement responsibilities

• Contribute to service delivery working practice and knowledge base documentation. When necessary, assist in creating new documentation to describe activities / processes.
• Participate in testing and validation activities as outlined by Management and Client.
• Monitor, identify and analyze patterns and trends of incidents handled in order to identify potential opportunities for improvement and enhancement of processes and customer satisfaction.
• Identify best practices for handling certain incidents and work closely with the Service desk management to potentially implement those best practices.
• Participate in special projects, client events and visits, as outlined by management.
• Prepare ad-hoc and regular reporting upon Client request or upon Service desk Management request.

Training

• Provide desk-side assistance and mentoring to new team members
• Deliver account-specific training for new team members and ad-hoc trainings

Job requirements

Education:

• High school degree
• Bachelor’s degree in IT/Engineering/Information systems is a plus
• Any Microsoft/Cisco/Technical Certifications is a plus

Experience:

• 2+ years of experience in user support, application support, application development, or related areas in IT
• Experience in assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
• Experience in troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone

Skills and competencies:

• Windows XP/7/8/10 deep knowledge and understanding
• MS Office 2003/7/10/13 advanced skills
• Microsoft Exchange Online in co-existence with Exchange (2003 / 2007 / 2010) Mailbox and Public Folder Databases.
• Troubleshooting Mail Routing and messaging protocols
• Active Directory and TCP/IP Networking; domains and DNS records management
• Manage Exchange Anti-Spam, Anti-Virus, Backup solutions
• Knowledge of Networking and IP Telephony
• iOS/Windows phone expertise and understanding
• Knowledge of CRM systems is a plus
• Very good written and spoken command of English – C1 level as per the Common European Framework of Reference for Languages
• Very good written and spoken command of Spanish – C1 level as per the Common European Framework of Reference for Languages
• Excellent communication skills
• Strong Customer service approach
• Problem solving skills
• Strong detail orientation
• Strong decision making skills
• Strong analytical skills
• Ability to work independently with limited supervision
• Business travel up to 30% of the time

What we offer:

• Professional on-boarding and on-going trainings
• Opportunity to practice your foreign language skills and develop your technical expertise
• Opportunity for career progression with leading US Company
• Competitive salary and performance bonuses
• Social benefits package


Are you willing to build up your career with us? - We’ll be happy to receive your resume in English!

*Your personal data is secure with us.
** Only candidates selected for interview will be contacted

Изисквания към кандидата

Езикови познания:
Английски език, Испански език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

ж.к. Бизнес парк София, Сграда 7 , вх. Б, ет. 1, София 1766

Дата:

20.06.2018

Организация:

Си 3 ай Европа ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за Си 3 ай Европа ЕООД може да получите ТУК