Responsibilities
- Handle a diverse range of technical challenges, including troubleshooting complex incidents and investigating in-depth cases.
- Accurately triage and resolve customer issues or escalate them to the appropriate teams as needed.
- Manage inbound and outbound communication in English and Spanish across multiple channels, including email, phone, video calls with screen sharing, and chat.
- Research and replicate reported problems.
- Raise detailed bug reports.
- Proactively follow up on open tickets to ensure timely resolution.
- Maintain clear troubleshooting documentation.
- Act as an internal escalation point for Tier 1 support cases.
- Collaborate closely with technical teams to manage escalations effectively.
Requirements
- Ability to communicate in both English and Spanish.
- Strong analytical thinking, mediation, and negotiation skills.
- Ability to use all available tools and resources to resolve customer issues.
- Experience in diagnosing and resolving technical issues.
Additional Information
- Communication conducted in English and Spanish.
- Multiple communication channels used: email, phone, video calls with screen sharing, and chat.
