• Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure
• Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target
• Respond to customer requests based on SLAs and quality KPIs
• Apply ITIL best practices and ensure clear processes are followed as per work instructions
• Ensure updates and high level of quality in communication about the progress of the requests to users and managers
• Ensure the right individuals allocated for customer critical tasks

What you need to have:

Soft skills:
• Ability to meet the customers’ needs in line with the business requirements
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Ability to comprehend and to oversee various aspects of a problem or a situation
• Focusing on all aspects and details of a task and delivering your output with a high level of accuracy

Professional skills:

• Customer communication in English
• Experience with network monitoring is an advantage
• Network troubleshooting is an advantage
• Cisco certification is an advantage

Language skills:
• English on a fluent level
• Spanish or Portuguese on a fluent level is a must. Both languages on fluent level is advantage.

What we offer:

• Competitive salary & benefit package
• Wide range of training & learning opportunities
• Long-term career opportunities
• Great, people-focused company culture