Tech support agent - English and Spanish speaker (full remote)

ManpowerGroup, on behalf of its client, is searching for a dynamic Tech Support agent who knows exactly how to make the most out of the customer experience.

The ideal Candidate should:

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Work across multiple platforms and products and respond to inquiries from clients according to the SLAs
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Build meaningful custom responses with regard to support case history
• Ensure proper recording, documentation and closure
• Availability to work in shifts

• Excellent knowledge of English (C2 level certification desired) and Spanish (minimum level B2/native)
• 2-3 years of IT background and support experience are a must
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• A stable internet connection
• Customer service orientation
• For male candidates, military obligations should have been fulfilled.

Preferred Skills

• Experience / knowledge of airline & travel or travel agency domain
• Bachelor’s degree from an accredited college or university with specialization in Information Technology, Computer Science or equivalent.
• Previous experience in a customer support role
• Familiarity with Helpdesk software (e.g. Jira)
• Experience in documenting and designing processes
• Experience in a team lead or supervisor position
• Creation of activity reports for other departments, collect and analyze statistics
  

• Working hours in swifts from 07.00am to 23.00pm (Monday to Friday)
• Indefinite Contract
• Monthly Gross Salary (1400-1700€).
• Ticket Restaurant card
• Working in a multinational and dynamic environment
• Necessary Equipment