Trabajo de Technical Support Analyst Bilingual en Terss, Ciudad de México - México

Technical Support Analyst Bilingual


We are looking for Techical Support Analyst.
Independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback 
 
(1.)  Adhere to quality standards, regulatory requirements and company policies 
(2.)  Provide support for on call escalations and doing incident & problem management 
(3.)  Independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team 
(4.)  Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases 
(5.)  Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives
(6.)  Participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Desirable:  

Network basics.

Requirements.

Bachelor's Degree in related area.