Job Description

Job Summary: We are seeking a detail-oriented and customer-focused individual to join our team as a Spanish Technical Support Specialist (L1). The ideal candidate will provide first-line technical support for Spanish-speaking customers, assisting them with resolving basic technical issues related to hardware, software, and networking. This role requires strong communication skills, problem-solving ability, and the capability to provide clear guidance to end users. Key Responsibilities: Customer Support: Provide first-level technical support to Spanish-speaking customers via phone, email, or chat. Address and resolve basic technical issues related to software, hardware, and network connectivity. Respond to customer queries in a timely and professional manner, ensuring high customer satisfaction. Issue Diagnosis & Troubleshooting: Troubleshoot and diagnose issues related to computer hardware, software applications, and network configurations. Provide step-by-step instructions and guidance to resolve technical problems, ensuring that customers are informed throughout the process. Escalation of Complex Issues: Identify and escalate unresolved or complex technical issues to the appropriate higher-level support team or technical expert. Ensure proper documentation of escalations and follow-up to track the resolution. Documentation & Knowledge Base Updates: Document customer interactions and technical resolutions in the support system for future reference and knowledge sharing. Contribute to the development and maintenance of the knowledge base by adding solutions to frequently encountered issues. Continuous Improvement: Participate in training sessions and workshops to stay up to date with the latest technologies and troubleshooting techniques. Assist in improving internal processes and procedures to enhance service efficiency and quality.