Spanish-speaking IT/Technical & Customer Support - Spanish (Español)

Siegen HR Solutions; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading HR solutions provider in the Philippines is looking for a support professional fluent in English and Spanish. This role involves providing first level support for customer incidents, coordinating documentation, and ensuring customer satisfaction. The ideal candidate should have a university degree and at least 1 year of relevant experience, along with strong analytical, problem-solving, and communication skills. This position thrives in a collaborative team environment and focuses on achieving service level agreements.

Qualifications

• At least 1 year relevant experience required.
• Fluent in Spanish and English to provide customer support.
• Ability to collaborate effectively within a team.

Responsibilities

• Provide first level support for customer incidents.
• Coordinate and document customer and system incidents.
• Deliver customer satisfaction by following up on issues.

Skills

Fluency in Spanish

Fluency in English

Problem-solving skills

Teamwork

Analytical skills

Good communication skills

Education

University Graduate

Job description

JOB DESCRIPTION: Contributes to ensuring that services are delivered to meet customer business needs and expectations. He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liasing with technologists and other agencies to resolve requests/issues in timely fashion. He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He/she applies quality processes in performing his tasks.

KEY RESPONSIBILITIES

• Provides support in English and Spanish Languages
• Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
• Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
• Performing initial level of diagnosis of incidents and resolving them when appropriate
• Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
• Ensuring proper documentation on incidents and/ or requests handled
• Following up on incidents to ensure resolution and customer satisfaction
• Monitoring issues until they are resolved/closedDemonstrating good understanding of the customer's business needs and applying them to the management of system events and incidents
• Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and/ or requests.
• Maintains an understanding of customer Servicel Level Agreements
• Develops and maintains product knowledge, business and professional skills by participating/attending CBT and classroom trainings
• Develops and maintains knowledge about the tools, standards and processes used by the project team and the client
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
• Yielding productivity at the same level as client Service Level Agreements

TO QUALIFY

• University Graduate
• Should have at least 1 year relevant experience
• Fluency in Spanish and English
• Ability to work as a team member
• Ability to work creatively and analytically in a problem solving environment
• Desire to work in an information systems environment
• Good oral and written communication skills