Overview: Join Long View Systems as a Bilingual Global Service Desk Analyst, where your expertise in technical support and fluency in Spanish will be essential in providing exceptional service to our customers across Canada. In this dynamic role, you will be responsible for troubleshooting issues, managing incidents, and ensuring a smooth service experience for all clients.
Responsibilities : - Effectively document customer inquiries and issues using our ticket management system to ensure accurate tracking and resolution. - Analyze reported symptoms to determine urgency and, when possible, provide immediate solutions. - When first-call resolutions are not feasible, escalate incidents to the appropriate Tier II support team and oversee the incident until it is resolved. - Collaborate with internal and external teams to manage escalations effectively. - Continuously seek opportunities for process improvements and work with peers and team leads to enhance service delivery.
Requirements : - A minimum of 2 years of experience in a technical support role, specifically providing Tier I assistance in a service desk or help desk environment. - Fluent in Spanish, with excellent written and verbal communication skills suitable for professional settings. - Strong problem-solving skills to troubleshoot and address technical and procedural challenges. - Ability to navigate and adapt to changing customer demands while maintaining composure in high-pressure situations. - Proven track record of building rapport with colleagues and delivering outstanding customer service, whether over the phone or in person. - Willingness to work weekends as needed.
Benefits : - Be part of a vibrant culture with great people. - Engage in recognition programs that celebrate your contributions. - Enjoy a fun and collaborative work environment.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to Long View Systems.
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