Support Specialist with Spanish

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues. Working in Technical Support the Support Specialist will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.

Your responsibilities:
- Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services.

- Understand our customer needs, expectations and assist them using our applications.

- Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

- Escalate Tickets which need further investigation by 2nd and 3rd Level Support.

- Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.

- Attend regular product/technology training to remain up to date with developments of the Infrasys solution.

Our requirements:
- Experience of supporting customers over the phone

- Experience using Remote Access Tools to support customers

- Networking skills – Setting up, troubleshooting and configuring

- Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration

- Experience in a customer facing role working to defined levels of service delivery

- Experience of using IT systems to include OS installation and configuration

- Fluent in English and Spanish

- Ability to work in 24/7 shifts (day and night shifts)

- Strong troubleshooting skills with the ability to identify opportunities to improve efficiency

- Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.

- Ability to work independently and in a team environment.

- Operates with energy, direction, speed and quality

- Experience of writing knowledge base articles for internal publication

- Mentoring colleagues when faced with challenging issues

Optional
- Focus: Passionately meets or exceeds customer Expectations. Enters the customer’s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.

- Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.

- Challenging and creative technology environment with a great deal of freedom and responsibility.
- Flexible Working Hours
- Feedback and initiatives are always welcomed, you’ll also get full ownership to help shape the company's future .
- A modern workplace in our office in the heart of Zilina, of course as much coffee and fruits as you need to get into the flow.
- Regular company Events & Entertainments.
- English language courses and multiple training & development opportunities.
- Extra holiday day on your first year work anniversary – up to 5 days for 5 years at Shiji.
- Multisport card discount

The recruitment process is conducted online and consists of 2 two stages. Please send your resume in English.