SeniorAnalyst - English, Spanish, Windows

Job Summary

Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW.rn Responsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned periodrn Follow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents.rn Ownership of the ticket until support taken L2rn Routing / chasing of tickets with other resolver groups.rn Identifying the trend of calls / tickets and highlighting it to Incident manager as applicable for Outage confirmation.rn Creating child tickets and tagging them with Parent ticket.rn Gather information about the latest updates on the high severity incident and convey the same to the customersrn Callback the user and confirm resolution (wherever applicable)Ownership of the ticket rn Proactive queue managementrnVIP call handlingrn Should have how to experience on Exchange, Network and intunern Should be well versed with Windows 10/11rn Should be excellent in Communication Skills in Polish and English.rnCEFR Grade B2 with Spoken score above 55 in English and for Polish a native speakerrnrn

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Timely Resolution Within Agreed Slas.

2. Adhere To Quality Standards For Voice And Accent, Ensuring Clear Communication In Spanish While Meeting Regulatory Requirements And Company Policies.

3. Enhance Customer Experience By Achieving First Call Resolution Targets, Maintaining Low Average Handling Times, And Minimizing Rejected Resolutions And Reopened Cases.

4. Maintain High Availability And Login Efficiency To Support Customers Effectively During Operational Hours.

5. Document Work Logs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists, Routing Problems To 2Nd And 3Rd Level It Support As Necessary.

6. Engage In Value-Added Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Proficiency.

Skill Requirements

1. Proficient In Spanish (Spain) And English With Strong Communication Skills.

2. Solid Understanding Of Windows Operating Systems And Remote Support Tools.

3. Familiarity With Troubleshooting Hardware, Software, And Network Issues.

4. Basic Knowledge Of Customer Service Best Practices And Quality Standards.

Other Requirements

1. Certifications In Itil Foundation Or Relevant Technical Support Certifications Are Optional But Valuable.

2. Additional Language Certifications Or Customer Service Training Are Also Beneficial