Spanish IT Helpdesk

Exasoft is seeking to hire an L2 Technical Support Specialist with expertise in Spanish for one of our renowned IT clients.

Job Location- Bangalore

Work Model- 5 days on-site

Shifts- Rotational (Mostly US)

Experience Level- 3+ years in IT support

Spanish proficiency- Fluent/Native

Salary budget- up to 12 LPA (Fixed)

POSITION GENERAL DUTIES AND TASKS :

• Answers the customers' contacts via agreed channels and record reported issues.
• Identifies issues, apply fixes and investigate root causes using processes & industry knowledge
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
• Acts as coach & an escalation point for less experienced colleagues
• Excellent communication and customer service skills

Helpdesk Analyst at Grade-6 position in Service Desk

1. Provide leadership to the team who supports for L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Web.
2. Activities include recognition, research, isolation, resolution & follow up steps.
3. Typically, the lead level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure.
4. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc.
5. Sound knowledge of ITIL best practices around Incident & Request Management procedures

Key Skills

• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• Good communication skills with 3 year of international calling experience
• Good comprehension & writing skills
• Must possess excellent customer handling skills
• Should be comfortable to work in rotational shift with 24x7 support window