Spanish-speaking IT/Technical

3 days ago

Manila, National Capital Region, Philippines Siegen HR Solutions Full time ₱200,000 - ₱250,000 per year


JOB DESCRIPTION: Contributes to ensuring that services are delivered to meet customer business needs and expectations. He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liasing with technologists and other agencies to resolve requests/issues in timely fashion. He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He/she applies quality processes in performing his tasks.
KEY RESPONSIBILITIES:
  • Provides support in English and Spanish Languages
  • Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
  • Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
  • Performing initial level of diagnosis of incidents and resolving them when appropriate
  • Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
  • Ensuring proper documentation on incidents and/ or requests handled
  • Following up on incidents to ensure resolution and customer satisfaction
  • Monitoring issues until they are resolved/closed
  • Demonstrating good understanding of the customer's business needs and applying them to the management of system events and incidents
  • Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and/ or requests.
  • Maintains an understanding of customer Servicel Level Agreements
  • Develops and maintains product knowledge, business and professional skills by participating/attending CBT and classroom trainings
  • Develops and maintains knowledge about the tools, standards and processes used by the project team and the client
  • Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
  • Yielding productivity at the same level as client Service Level Agreements

TO QUALIFY:
  • University Graduate
  • Should have at least 1 year relevant experience
  • Fluency in Spanish and English
  • Ability to work as a team member
  • Ability to work creatively and analytically in a problem solving environment
  • Desire to work in an information systems environment
  • Good oral and written communication skills
  • Flexibility

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