ASTEK Polska jest częścią dynamicznie rozwijającej się międzynarodowej Grupy ASTEK. Specjalizujemy się w outsourcingu kadry IT i realizacji projektów informatycznych. Zatrudniamy doświadczonych specjalistów dla liderów z obszarów bankowości, ubezpieczeń, telekomunikacji, hi-tech, farmacji i logistyki w Polsce i za granicą.
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)

Key Responsibilities:
  • 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.
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)
We offer:
  • 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

 

Dlaczego warto z nami pracować?
  • solidne fundamenty
  • ambitne projekty
  • indywidualny rozwój i przyjazna atmosfera
  • znane marki
  • inspirujący liderzy
  • elastyczność
  • dodatkowe korzyści
  • system poleceń


Więcej informacji na temat Twoich danych przetwarzanych przez ASTEK Polska Sp. z o.o. znajdziesz tu: www.astek.pl/polityka-prywatnosci
Dlaczego warto z nami pracować?
  • solidne fundamenty
  • ambitne projekty
  • indywidualny rozwój i przyjazna atmosfera
  • znane marki
  • inspirujący liderzy
  • elastyczność
  • dodatkowe korzyści
  • system poleceń
APLIKUJ TERAZ