Retail Analyst Level I

Job Summary:**Responsibilities**:- Incident/Request/Problem/Knowledge Management.- Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.- Provide first-level contact, convey resolutions to customer issues and follow up.- Properly escalate unresolved queries to the next level of support.- Utilize excellent customer service skills and exceed customers' expectations.- Ensure proper recording, documentation and closure.- Recommended procedure modifications or improvements.- Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.- Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s).- Additional responsibilities include:- Comply and adhere to Auxis operational processes and security policies.- Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.- Attend all operational and project (ad-hoc) related scheduled meetings as required.Skills and Experience:- English - Spanish Language (Oral and writing 85 % or higher), (B2+ or above).- None experience or at least 1 year of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).- The resource will adjust its schedule based on the account needs.- High School diploma.- Must possess excellent communication skills and involvement.- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.- Good presentation and a polite, tactful and friendly character.- Nice to have Technical Proficiencies:- Cisco CCNA Modules.