Spanish Service Desk

Preferred Skills and Proficiency Expectations: Knowledge in Spanish language White-glove IT operations to provide high-touch support during critical events. Business & Persona driven support and experience in knowledge base management. Experience in supporting Automotive dealer Apps (Preferred) Customer Interaction Handling Problem Solving & Escalation Management Data Quality Service Level Agreement understanding/handling Organization skills, attention to detail and follow through to resolve any outstanding issues Good technical aptitude with an ability to learn quickly Fluent in Spanish language and at least Upper Intermediate English Time management and administrative skills Written and verbal communication skills manage internal communications and external/client communications Discretion, professionalism, confidentiality, and judgment. Computer literacy and working knowledge of Microsoft Office, Windows, Printers, Phones Team player with interpersonal skills Self-Motivated, positive attitude and approach. Flexibility to take on additional responsibility and tasks when required Flexibility to do overtime when required. Key Responsibilities: Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention Develops and maintains knowledge of customer specific business environment Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training Shares information required for the team to be successful Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings Develops and maintains incident management and knowledge management tools, client information systems, and service desk procedures Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback May perform follow up on incidents with customer to ensure customer satisfaction May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction May take accountability for effectively handling senior level escalations or customer complaints received via various sources May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement May complete and resolve non-call customer contact requests received by web or e-mail May deliver new hire training and refresher training.