Transform your career with a rewarding role as an IT Support Specialist.
We are seeking a skilled Service Desk Agent - Bilingual to join our team and contribute to delivering exceptional support services.
Responsibilities:
* Attend all incidents reported by users through various channels, promptly addressing their concerns.
* Record all calls and register the incident in the ticket registration platform for efficient tracking and resolution.
* Provide on-site support for workstation computer equipment issues, ensuring minimal downtime and maximum productivity.
* Direct each incident to the corresponding resolution group for prompt attention, maintaining clear communication with stakeholders.
* Offer guidance on processes not related to workstation problems, showcasing expertise and empathy.
* Document service failures reported by users regarding the different troubleshooting groups, facilitating proactive issue resolution.
* Monitor and follow up on each ticket generated, ensuring timely attention and adherence to service levels.
* Notify the team in real-time of any major incidents affecting multiple users, enabling swift collective action.
* Review service levels and proactively execute improvement measures in case of a drop in performance, driving continuous excellence.
Requirements:
* Intermediate English language proficiency
* Advanced Spanish language skills
What We Offer:
* A comprehensive benefits package, including health insurance, dental plan, life insurance, transportation vouchers, meal/food vouchers, childcare assistance, and gym membership
* Access to TCS Cares, a free 0800 number providing psychological assistance, legal, social, and financial support
* Partnership with SESC, promoting employee well-being and development
* Reimbursement of certifications, encouraging ongoing professional growth
* A free learning portal, offering online courses and live training opportunities
* The chance to gain international experience and develop a global perspective
* Discounted partnerships with universities and language schools, supporting personal and professional development
* An inclusive culture that values diversity, equity, and inclusion, welcoming individuals from all backgrounds
About Us:
We promote a culture of unlimited learning, mutual development, and collaborative success. Our commitment to diversity and inclusion drives our efforts to provide equal opportunities to all candidates who meet our required knowledge and competency needs.