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Tri-Lingual Support Tech
Ref No.: 17-03747
Location: Draper, Utah
Tri-Lingual Support Tech
Draper, UT
6 Month Contract

Job Description
  • Provides front end non-technical support for our Client's Internal and External Customers.
  • Follows call handling procedures to ensure excellence in customer service.
  • Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
  • Create, research and update service requests.
  • Route service requests to appropriate product support teams.
  • Interface with Global support teams and Field personnel.
  • Inspect and influence global process alignment for incident management.
  • Implement escalation procedures as required.
  • Ability to work in a dynamic and changing environment.
  • Execute Business Continuity procedures if needed, according to established protocols.
  • Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service.
  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
  • Performs other duties as required.
Education/Experience
  • Provides service in Portuguese, Spanish, and English.
  • Verbal and written communications skills required for all languages.
  • Customer Service skill.
  • Communication skills (verbal and written).
  • Interpersonal skills.
  • Organizational skills.
  • Ability to work in a team environment.
  • Able to adapt to change.
  • Strong computer skills.
  • English Language plus additional language required.
  • Social Media skills
  • Education Required: Second/Third Level education or certification
  • Experience Required: 1-2 years relevant experience, or equivalent