Customer Interactive Solutions Engineer (L2) - Spanish Speaking
The role is responsible for providing a professional second-line technical support service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. The role is responsible for managing incidents of medium complexity
Key Responsibilities:
- Provide remote technical support to clients.
- Identify root cause of incidents.
- Ensure resolution of incidents and service requests.
- Participate in performance reviews, identify causes of performance shortcomings and provide suggestions for improvement.
- Review the recurring or high impact incidents and manage them through problem management process.
Qualifications
- 2+ years of experience required in voice / video platform administration or support
- Experience supporting clients with any of the following technologies: Genesys, Alcatel or Avaya contact centre
- Proficiency in English & Spanish is required
- Any certifications in the abovementioned technologies would be advantageous
Additional Information
Core business hours will run between 6am – 6pm, you will be required to work an 8 hour shift scheduled during these operating hours. The team will then share the responsibility of providing support to clients outside of these core hours on an ‘on call’, rostered basis and for which you will be compensated.
Benefits
- Great working atmosphere in an international team
- 5 weeks of vacation
- 3 sick days per calendar year
- Compensation of salary for temporary incapacity to work beyond the statutory wage
compensation in the amount of the fixed basic salary for temporary
absence to 21 days per year - Contribution to the pension insurance
- Contribution for public transport
- Over standard health care
- Meal tickets
- Refreshment (coffee, tea, water on work) for free
- Notebook and mobile phone including data tariff per company standards