Basic Information
Ref Number
Req_00110131
Primary Location
Home Office - Mexico
Country
Mexico
Work Style
Remote
Description and Requirements
Your Role
As an L1/L2 IT Support Analyst, you should own the incident reported by the end user from assignment using the Autotask incident management system, til the successful handover for the client’s validation (including acknowledgment) He/ She should be accountable for the whole chain, SLA and satisfaction and responsible for the direct analysis and potentially, task and actions related to it, performed directly by the support team putting always the resolution and satisfaction of the customer as the highest priority, requiring flexible business hours.
Responsibilities
- Answering field users' phone calls in the local language (Portuguese).
- Documenting call(s) in our ticketing system (Autotask).
- Analysis and resolution of incidences, or follow-up with other support levels (L2 & L3). - using our internal knowledge base and replicating the incident
- Documentation of resolution on tickets in the system.
- Getting Backend user reports (Incidents, Requests, and email questions). - Documenting tickets in Autotask.
- Provide functional support to the Backend users on new features/modules or to their questions/testing.
- Manage customer monthly calls to show L2 ticket statistics.
- Follow up on tickets with L3 and other teams (DEV, Hosting, PD...). Documentation of resolution of tickets in the system.
Key Soft and functional competencies
Soft Skills
- Customer and result oriented
- Dealing with ambiguity
- Proactive and creative
- Learn on the fly
- Assertive communication and networking skills
Tech Skills
- Business English and Spanish B1 or above
- Fluent in Portuguese (Required)
- CPG Industry experience is required
- Customer Support / IT Practices experience
- Strong focus on customer satisfaction and results
Equal Employment Opportunity
We provide equal employment opportunities to all employees, and applicants for employment, and prohibit discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.
Additional Job Description
As an L1/L2 IT Support Analyst, you should own the incident reported by the end user from assignment using the Autotask incident management system, til the successful handover for the client’s validation (including acknowledgment) He/ She should be accountable for the whole chain
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
