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Global Service Desk Analyst - Spanish Bilingual Overnight

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Canada

Offer summary

Qualifications:

2+ years experience in technical support, Fluency in Spanish and English, Excellent written and verbal communication, Ability to troubleshoot technical issues, ITIL Incident Management understanding, A+ Certification optional.

Key responsabilities:

Submit documented customer issues into a ticket system
Analyze issues, provide resolutions or dispatch correctly
Manage incidents through their lifecycle
Assist with escalations internally and externally
Identify process improvement opportunities for service delivery

Long View Systems Large https://www.longviewsystems.com/

1001 - 5000 Employees

See more Long View Systems offers

Job description

Your missions

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work!

Are you passionate about end user experience and want to put your exceptional customer service skills to use in a company that values FUN?

We are looking for a professional and eager Spanish Bilingual Global Service Desk Overnight Analyst for our Integrated Global Services team located across the following locations Vancouver, Calgary, Edmonton, Toronto, or the greater areas! You will have a direct impact on Long View's success through leading the delivery of service excellence, while working with a diverse team servicing clients across the globe. You will provide tier I support for all IT and communications systems in use with the service desk.

A Day in the life:

Submit fully documented customer issues into a ticket management system

Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue

Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle

Understand and assist with all internal and external escalations

Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery

What you bring:

2+ years of experience in a technical support role providing tier I support in a service desk or help desk role

The ability to speak Spanish fluently in a professional environment

Excellent Spanish bilingual and English written and verbal communication skills

Proven ability to troubleshoot and resolve technical and procedural issues

Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally

Capability to establish rapport among peers and colleagues

Proven ability to provide superior customer service both on and off of the phone

Ability and willingness to work an overnight shift

What makes you awesome:

ITIL Incident Management understanding

A+ Certification

Why work at Long View:

Great people and culture

Comprehensive benefits package from day one

3 weeks’ vacation to start

Recognition programs

Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.