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.
- **3 schedules 1pm to 10 pm CR time with Friday and Saturday off**:
- **2 schedules 1pm to 10 pm CR time with Sunday and Monday off