Role Overview
This position serves as the primary contact for handling technical support requests and customer incidents in Spanish, across all communication platforms. The specialist will work primarily during late or night shifts, ensuring timely resolution through effective troubleshooting, ticket management, and remote assistance.
Key Responsibilities
- Act as the main point of contact for technical inquiries and coordinate issue resolution
- Work scheduled late or night shifts to support global operations
- Log and track all customer interactions, ensuring accurate recording of contact details and incident data
- Create, escalate, and manage support tickets to second-level teams as needed
- Conduct and document remote troubleshooting sessions following established protocols
- Diagnose technical problems and guide customers through data collection and log retrieval
- Monitor tickets from initiation to closure, ensuring timely follow-up
- Support team members by sharing knowledge and assisting in training after attending advanced sessions
- Step in as backup for colleagues when required
- Set up and maintain lab equipment used for testing and validation
- Develop and update knowledge base content to improve team efficiency
- Escalate complaints or potential issues to team leads or the Operations Manager
- Stay informed about project KPIs and contribute to achieving performance goals
- Follow internal procedures, including cross-departmental guidelines, to maintain service quality
- Complete additional duties within the scope of the role as assigned by management
Required Qualifications
- Fluency in Spanish, both written and spoken
- Proven ability to work effectively during late or night shifts
- Strong technical aptitude with experience in diagnosing and resolving system issues
- Familiarity with incident management workflows and ticketing systems
- Skill in accurately documenting customer communications and technical details
- Experience with remote support tools and session documentation
- Ability to track issues from start to resolution
- Willingness to support and train team members
- Capability to operate as a backup resource for the team
- Experience setting up and maintaining technical lab equipment
- Commitment to contributing to knowledge repositories
- Understanding of complaint escalation paths and project performance metrics
- Ability to follow and apply internal procedures across departments
- Flexibility to take on additional responsibilities as directed
