Join us on our exciting journey!<\/b><\/p>\n
We are building an amazing team of English-speaking Helpdesk professionals to join our Madrid Production Hub on a 6-month contract and provide Tier 1 support. Diversity is our way of life!<\/p>\n
Functions:<\/b><\/p>\n Identify requests being provided by end users. <\/p>\n<\/li>\n<\/ul>\n Categorize and record reported queries and provide solutions <\/p>\n<\/li>\n<\/ul>\n Support problem identification <\/p>\n<\/li>\n<\/ul>\n Process user account creation, modification, and deactivation. <\/p>\n<\/li>\n<\/ul>\n Perform identity verification and entitlement validation prior to executing requests. <\/p>\n<\/li>\n<\/ul>\n Maintain and update user access across systems such as directory services, applications, and client platforms. <\/p>\n<\/li>\n<\/ul>\n Ensure all access provisioning complies with least privilege principles and client security requirements. <\/p>\n<\/li>\n<\/ul>\n Escalate, if needed, unresolved problems to a higher level of support <\/p>\n<\/li>\n<\/ul>\n Managing one or more customer service or service desk functions. <\/p>\n<\/li>\n<\/ul>\n Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. <\/p>\n<\/li>\n<\/ul>\n Log, categorize, and prioritize requests in accordance with incident\/request classification standards. <\/p>\n<\/li>\n<\/ul>\n Ensure adherence to defined Service Level Agreements (SLA) and escalation timelines. <\/p>\n<\/li>\n<\/ul>\n Maintain ownership of tickets from initiation through resolution\/closure. <\/p>\n<\/li>\n<\/ul>\n Monitor issues from start to resolution <\/p>\n<\/li>\n<\/ul>\n Categorize and record reported queries and provide solutions <\/p>\n<\/li>\n<\/ul>\n Advise users on appropriate course of action <\/p>\n<\/li>\n<\/ul>\n Qualifications: <\/b><\/p>\n English Speaker <\/p>\n<\/li>\n Applicant should have at least with 3 years of call center experience. Preferably someone with account management experience. (example: Active Directory Access, Application Access, etc. <\/p>\n<\/li>\n<\/ul>\n Helpdesk \/ Technical Support account is required. <\/p>\n<\/li>\n<\/ul>\n Strong command of the English Language both spoken and written. <\/p>\n<\/li>\n<\/ul>\n Amenable in shifting schedules <\/p>\n<\/li>\n<\/ul>\n Understands his \/ her key performance indicators. <\/p>\n<\/li>\n<\/ul>\n Understand the relationship of work quality and how it impacts efficiency <\/p>\n<\/li>\n<\/ul>\n Dedicated at work \u2013 no Attendance issue with previous employers <\/p>\n<\/li>\n<\/ul>\n Ability to multi \u2013 task and work on holidays \/ Saturdays and Sundays. <\/p>\n<\/li>\n<\/ul>\n Had a good stint in the from previous organizations \u2013 not a call center hopper. <\/p>\n<\/li>\n<\/ul>\n Example: Call center hoppers move from one organization to another in a span of 1 year or less. <\/p>\n<\/li>\n<\/ul>\n Ability to work with other team members. <\/p>\n<\/li>\n<\/ul>\n Applicant should have a Helpdesk \/ Technical Support background <\/p>\n<\/li>\n<\/ul>\n Someone who understands technical troubleshooting <\/p>\n<\/li>\n<\/ul>\n Example: Active Directory, LAN, Sound Card, Routers, etc. <\/p>\n<\/li>\n<\/ul>\n Someone who has strong logic formulation or thought process. <\/p>\n<\/li>\n<\/ul>\n Example: thinking out loud – How many lightbulbs are there in the Philippines? A good candidate may start from home, street, area, subdivision, district, city, region, major islands, etc (This is needed for simple troubleshooting such as password reset or cannot access account) <\/p>\n<\/li>\n<\/ul>\n\n
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