Agent with Spanish - Regional IT Service Center

Rate: up to 500 PLN/ MD/ B2B or to 8 000 PLN gross / Job Contract
Working model: 100% remote work, after pandemic work from the office (Warsaw)

• Provide phone, email and chat support to remote users.
• Utilize Standard Problem-Solving methodology to resolve customer issues.
• Understand the issue
• Understand what is collectively known about the issue
• Solve the issue, share your experience.
• Troubleshoot and resolve iOS and mobile device issues.
• Use Mobile Device Management (MDM) tools to manage and support end user mobile devices.
• Troubleshoot and resolve connectivity and VPN issues.
• Use VPN / token management tools to administrate and support end user VPN access.
• Troubleshoot and resolve functional application issues.
• Document reported issues and service provided in the IT Service Management System (Remedy).
• Review, validate, update and create Knowledge Articles to facilitate accurate and robust knowledge sharing.
• Contribute to and moderate the sharing of issues and resolutions in forums such as MS Teams, Yammer, SharePoint.
• Assist customers with the setup of home/wireless printers on laptops and iPads.
• Collaborate with cross functional teams for escalated resolution of application or system level issues.
• Advocate for customers by seeking to identify common issues and by working within the business to eliminate future occurrences.
• Educate callers with helpful hints or business based best practices.
• Assist callers through account or machine lockouts.
• Assist users through password resets
• Build Quality into all aspects of their work by maintaining compliance to all quality requirements.

• 5+ years + experience in supporting applications on IPad, IPhone and laptops and other mobile devices.
• 2+ years of phone support for remote user, with or without remote control capability
• Advanced Spanish (min. B2)
• Thorough knowledge of iOS operating system, its upgrades and related troubleshooting.
• Moderate knowledge of Android operating system, its upgrades and related troubleshooting.
• Knowledge to troubleshoot VPN issues related to Pulse secure, VPN On demand, Pulse client etc. on iPads and Laptops.
• Experienced troubleshooting of wireless and wired networks. Hands on experience on tools like MDM Airwatch console to manage user’s mobile devices.
• Ability to fix basic iPad and iPhone hardware issues on call itself and make the judgment of referring the others for Local/Apple support. 
• Hands on experience on IT Service management tool like Remedy 8.1 or 9. 
• Excellent customer service and communication skills, both written and oral.
• Experience in assisting users on phone calls, emails and chats. 
• Experience collaborating with cross functional teams for escalated sales application issues.
• Ability to work in extended hours if required (1st and 2nd shift availability)

• Attractive and transparent system of payments
• Stable employment
• Trainings
• Professional development opportunities in an international environment - our clients are well known Polish and global brands
• Employee benefits package (private medical care, Multisport card), nice work atmosphere and team-building meetings
• Convenient location of our offices