We are looking for a skilled Service Delivery Professional to join our team.
About the Role:
The successful candidate will be responsible for providing exceptional technical support to clients, ensuring smooth operation of their IT environments. This involves delivering a professional, customer-focused experience during all interactions, translating technical issues into clear, user-friendly language and escalating unresolved issues appropriately.
Key Responsibilities:
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
Client Interaction:
* Deliver a professional, customer-focused experience during all interactions.
* Translate technical issues into clear, user-friendly language.
* Escala unresolved issues appropriately and ensure timely follow-up.
Service Management:
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Tools & Technology:
* Use and support applications such as Office 365, Salesforce, and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.
Qualifications & Skills:
* Fluency in English and Spanish (written and verbal).
* 2+ years of experience in an MSP environment.
* Hands-on experience with Salesforce or similar ticketing platforms.
* Strong troubleshooting and problem-solving capabilities.
* Excellent interpersonal and communication skills.