Trilingual Service Desk Analyst L1 (English/Spanish/Portuguese)
On-siteBogotá, Bogota D.C., Colombia
Job Summary
Manage and organize the Incident and Request Queue for Auxis clients, serving as the initial point of contact for users while addressing incoming calls, chats, and tasks in English, Spanish, and Portuguese. Utilize knowledge base tools and technical expertise to resolve Tier 1 requests across applications, hardware, network, and telecommunications systems, escalating unresolved issues to Tier 2 and Tier 3 teams as needed. Guide customers through troubleshooting, maintain detailed case records, and update Knowledge Base Articles to ensure procedural accuracy. Adhere to Auxis operational processes, security policies, and scheduled meetings while supporting the Service Support Team Lead.
Required Qualifications
- High school diploma
- Familiarity with Active Directory
- Familiarity with network-shared printers
- Familiarity with Windows environments
- Familiarity with shared drives
- Experience providing customer or technical support in English, Spanish, and Portuguese environments
- Fluency in English, Spanish, and Portuguese (oral and written)
- English: B2+ proficiency
- Spanish: B2+ proficiency
- Portuguese: B2+ proficiency
- Ability to provide technical support and customer service across all three languages in a professional environment
- Results-Driven competency
- Ethical competency
- Innovative competency
- Collaborative competency
- Data-Driven competency
- Adaptable competency
- Analytical competency
- Continuous Learner competency
- Effective Communicator competency
- Compliance with Auxis operational processes and security policies
- Use of Auxis Service management tools for Incident, Problem, Change, and Configuration management
- Use of Auxis monitoring and management tools for the devices and infrastructure applications
- Attendance at all operational and project (ad-hoc) related scheduled meetings as required
- Adherence to working hours at the client sites or as determined by the Auxis Workforce
Desired Qualifications
- Currently pursuing a degree in Computer Science, Engineering, Information Technology, or equivalent work experience
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