Associate Consultant - Zapopan, México - Oracle

Oracle

Empresa verificada

Zapopan, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Responsibilities:

Act as the primary point of contact for Spanishspeaking clients seeking technical assistance and support.
Communicate with Englishspeaking clients fluently at the C1 level to understand and address their technical needs.
Diagnose and troubleshoot technical problems, providing stepbystep guidance to endusers.
Escalate complex technical issues to appropriate IT support teams for further investigation and resolution.
Log all support requests and interactions in the ticketing system, ensuring accurate and detailed documentation.
Maintain and update knowledge base articles in both Spanish and English to facilitate efficient issue resolution and selfservice options for endusers.
Collaborate with other team members to address common technical challenges and share best practices.
Assist in onboarding new employees, setting up workstations, and providing orientation to IT policies and procedures.
Provide remote support to clients, troubleshooting issues on their computers or devices.
Adhere to service level agreements (SLAs) and maintain a high level of customer service and professionalism.
Stay uptodate with the latest technology trends and developments in the IT industry.

Requirements:

Proven work experience as a Service Desk Employee or in a similar customer support role.
Technical aptitude and knowledge of networking.
English language proficiency at the C1 level is necessary to effectively communicate with Englishspeaking clients.
Excellent communication skills, both verbal and written, in both Spanish and English.
Familiarity with ticketing systems and remote support tools.
Ability to multitask and prioritize workload to meet SLAs and deadlines.
Problemsolving skills and the ability to think analytically to diagnose and resolve technical issues.
Customeroriented approach with a focus on delivering exceptional service and building positive client relationships.
A degree or certification in a relevant IT field is a plus.