Service Desk Engineer (Spanish)

Origina

Plano (TX)

Hybrid

USD 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Hybrid, flexible working model

High-level Health, Dental, and Vision insurance

22 days PTO each year

$200 annual wellness benefit

Job summary

A leading software maintenance provider in Plano, TX is seeking a Service Desk Engineer (Spanish) to provide top-notch technical support. Candidates must have 2+ years in tech support and be fluent in Spanish. The role offers a hybrid working model, competitive compensation, and numerous benefits including health insurance and PTO. Join us to be part of a thriving team that values fairness and relationships.

Qualifications

2+ years of tech support experience is required.
Fluency in Spanish is required.
Be able to work shifts and provide out of hours cover as necessary.

Responsibilities

Provide tier 1 technical troubleshooting and support for clients.
Follow up with customers to ensure issues are resolved.
Manage and track all support issues effectively.

Skills

Fluency in Spanish

Excellent Technical Awareness with common software/hardware

Excellent written and verbal communication skills

Customer-first mentality and positive attitude

Ability to demonstrate values of Fairness, Trust, Relationships & Opportunities

Job description

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At Origina, we are on a mission to change the software world.

We are the leading global independent software maintenance vendor for IBM, HCL, and VMware that Gartner consistently recognises as a forward-thinking alternative to traditional software mega vendors.

At Origina, our values of Trust, Fairness, Relationships, and Opportunities are the pillars of our competitive strength and the foundation of our culture. These principles reflect our beliefs about what is most important and guide us on our exciting and unwavering high-growth journey.

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement, both in the U.S and in Europe. As strategic partners, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

At Origina, we are proud of our unique and engaging culture. For two years running, we have been certified and recognised as a Great Place to Work for both our home office in Dublin and in our American headquarters in Plano, Texas. We have also been named as one of Ireland's best small workplaces and best workplaces in tech.

Visit origina.com to learn more.

The Role

Technical Support: Provide tier 1 world-class technical troubleshooting and support for globally based clients. Ensure that customers are kept informed and updated throughout the ticket lifecycle.
Customer Follow-Up: Follow up with customers to ensure their issues are satisfactorily addressed and resolved.
Problem Identification: Ensure understanding of underlying IT issues and identify what needs to be done to resolve problems effectively.
Issue Management: Manage and track all support issues, ensuring the appropriate technical individuals or teams are identified and informed for resolution.
Customer Satisfaction: Ensure customer satisfaction when handling incidents by actively supporting the customer and keeping them updated throughout the incident lifecycle.
Service Level Agreements: Adhere to all service level agreements when managing multiple incidents.
Client Documentation: Ensure client documentation (site reports, project documentation, user manuals, etc.) is kept on the shared drive and is up to date.
Professionalism: Consistently uphold a professional demeanour to preserve and enhance Origina’s world-class reputation in the marketplace.
Time Management: Manage your own timekeeping in accordance with company rules and regulations.
Team Participation: Participate as a team member in an environment based on open communication, trust, creative thinking, and cohesive team effort.
Continuous Improvement: Maintain a mindset of continuous improvement through working practices and customer satisfaction.
Learning and Development: Proactive approach to learn and develop individual skills and abilities with the support of the senior technical team.

About You

2+ years of tech support experience is required
Fluency in Spanish is required
Excellent Technical Awareness with common software/hardware
Excellent written and verbal communication skills
Customer-first mentality and positive attitude
Great team-player willing to go the extra mile for the customers and the Origina team
Ability to demonstrate our values of Fairness, Trust, Relationships & Opportunities
Be able to work shifts and provide out of hours cover as necessary

What we offer

Competitive compensation that rewards achievement
Hybrid, flexible working model
High-level Health, Dental, and Vision insurance
STD and Life/AD&D cover
22 days PTO each year with additional days earned based on your tenure
Additional 10 Federal/Regional holidays
Generous Maternity & Paternity leave
$200 annual wellness benefit
Flexibility of working remotely from anywhere for up to 4 weeks per year
A dedicated Volunteer Day to give back to your community and support meaningful
Employee Assistance Program
Fun and inclusive environment with regular events organized by Engagement, and Inclusion Committees

Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you! At Origina, the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organisation planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina’s use of your personal information.

Seniority level