Associate Consultant - Zapopan, México - Oracle

Oracle

Empresa verificada

Zapopan, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

**Job Summary:
**Responsibilities: - Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.

Communicate with Englishspeaking customer 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 crossfunctional teams: Sessions, Signaling, Apps 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 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.
Responsible for understanding and improving customer satisfaction scores for their overall team
Recommends alterations and identifies areas to improve for processes that they manage
Participates in the development and improvement of processes while working with other crossfunctional teams
Has an expert understanding of the service desk process and the ability to articulate it in any situation Report and triage system issues to the proper channels

Requirements:

Excellent knowledge of call center operations, best practices, and customer service principles
Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
Technical aptitude and knowledge of networking.
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.
Strong problemsolving and decisionmaking abilities with a focus on resolving customer inquiries efficiently and effectively
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.
Fluency in written and spoken English C1

**Job Summary:
**Responsibilities: - Act as the primary point of contact for Spanish-speaking clients seeking technical assistance and support.

Communicate with Englishspeaking customer 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 crossfunctional teams: Sessions, Signaling, Apps 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 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.
Responsible for understanding and improving customer satisfaction scores for their overall team
Recommends alterations and identifies areas to improve for processes that they manage
Participates in the development and improvement of processes while working with other crossfunctional teams
Has an expert understanding of the service desk process and the ability to articulate it in any situation Report and triage system issues to the proper channels

Requirements:

Excellent knowledge of call center operations, best practices, and customer service principles
Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
Technical aptitude and knowledge of networking.
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.
Strong problemsolving and decisionmaking abilities with a focus on resolving customer inquiries effici