N1 Service Desk Analyst, Fluent Spanish

• Provide first-level (N1) support via phone, chat, and tickets
• Provide remote support to users
• Log, track, and manage tickets
• Perform user identity and account validations and guide users on system access and usage
• Reset and unlock passwords
• Assist with authenticator configuration and resolve access issues
• Perform initial troubleshooting and resolve incidents within the first-level support scope
• Escalate tickets to the responsible support groups when necessary
• Accurately record the information provided and actions taken during each interaction
• Ensure prompt, high-quality support, seeking to resolve requests and maximize user satisfaction

• High school diploma
• Fluent Spanish, with the ability to provide professional support by phone and through other channels
• Experience in customer service and support
• Basic knowledge of computers and technology
• Strong verbal and written communication skills
• Ability to provide remote support and resolve problems
• Organized and detail-oriented approach to ticket logging and follow-up
• Technical course or certification in IT or a related field
• Previous experience in Service Desk, Help Desk, or N1 technical support
• Experience with ticket management tools
• Experience providing customer support by phone
• Experience providing remote user support

• Flexible work arrangements that promote work-life balance
• Professional development and continuous growth of your skills
• Collaborative, diverse, and innovative work environment
• SONDA Academy: a learning platform for professional development
• Hybrid work, combining on-site and remote work
• SONDA Wellness, with initiatives focused on physical, mental, and social well-being