Multilingual service Desk Analyst (Latvian)

Gratitude Philippines

Taguig

On-site

PHP 446,000 - 670,000

Full time

14 days+

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Benefits offered by this job

Career Development

Multicultural Interaction

Hybrid Work Setup

Laundry Allowance

Rice Subsidy Allowance

HMO Coverage

Group Life Insurance

Health and Wellness Program

Job summary

A leading customer support company is seeking a dedicated Latvian-speaking L1 Customer Support Agent based in Taguig. The successful candidate will provide exceptional service via phone, email, and chat, possessing solid technical troubleshooting skills and a passion for client satisfaction. The role requires proficiency in English and Japanese. Join us to be part of a dynamic, multicultural team with a hybrid work setup and various benefits.

Qualifications

At least 2 years of experience in Service Desk or Technical Support.
Keen attention to detail.
Proficient in written and verbal communication in English and Japanese.
Experience in technical troubleshooting and customer support.

Responsibilities

Deliver outstanding customer service and technical support.
Maintain quality standards and follow escalation procedures.
Assist in processing non-complex work orders.
Maintain quality standards and provide feedback for process improvements.

Skills

Latvian

English

Help Desk/IT Services

Analytical Thinking

Detail-oriented

Education

Vocational Diploma or Bachelor’s degree

Vocational Diploma / Short Course Certificate

Tools

Microsoft 365

Job description

Overview

Category: Service Desk / End User Services

Main location: Philippines, Metropolitan Manila, Taguig (Onsite)

JOIN CGI PHILIPPINES!

We are looking for a dedicated and enthusiastic Latvian-speaking L1 Customer Support Agent to join our growing team.

In this role, you will be responsible for delivering outstanding customer service and technical support to clients through phone, email, and chat. The ideal candidate is passionate about helping others, has excellent communication skills, and possesses a solid foundation in technical troubleshooting.

Responsibilities

To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
Follow agreed escalation procedures.
To come in on time and on scheduled shift and Breaks assigned by people manager.
Follow rest day schedule as assigned.
Assists Service Desk Specialist in processing non-complex work orders, service requests as necessary support requirements assigned by the Service desk management team or Service Desk Manager
Advise people manager of planned/unplanned leaves as below:
Vacation leave – at least 10 days in advance of planned leave date
Sick leave - at least two (2) hours prior to the start of the shift. A member, when using sick Leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager’s direct office line or mobile phone within the prescribed lead time.
Maintain quality standards in accordance with agreed metrics.
Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
Submit necessary service delivery reports.cgi.com
Ensure feedback is given to people manager if potential issues are detected.
Ensure feedback is given to people manager if process improvement measures can be implemented.
Ensure attendance at planned meetings.

Qualifications

At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field
At least 2 years of experience in Service Desk, Helpdesk or Technical Support.
Proficient in written and verbal communication in the English and Japanese language.
Keen attention to detail.
Proficient computer and technical skills.
Solid analytical and problem-solving skills.
Good process mapping ability.
Amenable to work in our Ortigas and Mckinley, Taguig site
Proactive, service minded and able to multi-task.
Good interpersonal skills (empathy, verbal dexterity, etc.)
Fluent in both Latvian and English (near-native proficiency)
Strong verbal and written communication skills
Basic to intermediate knowledge of Windows and Microsoft 365 (M365)
Experience or aptitude in technical troubleshooting and customer support
With active TRV or Permanent Resident Visa in Philippines
Must not be a present or former employee of CGGI
Should be amenable to work on a shifting schedule and onsite in Taguig
Salary expectation should be within the maximum budget