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Junior Support Analyst – Bilingual
Eletromidia. Assist customers via WhatsApp, email, and phone, ensuring a fast and efficient support experience .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and customer service, with a strong focus on resolving issues efficiently while ensuring compliance with SLAs. Proficient in training users on platform features and collaborating with teams to enhance support processes.
Highest-signal resume keywords
Technical Support ExperienceTicket Management ToolsWindows Operating SystemAdvanced Spanish ProficiencyAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Linux Operating SystemAndroid Operating SystemNetworking KnowledgeRemote AccessCustomer Service Skills
Soft Skills
Strong Organizational SkillsVerbal Communication SkillsWritten Communication SkillsSense of UrgencyCustomer Experience Focus
Tools & Technologies
4YouSee PlatformTicket Management Software
Certifications & Qualifications
Technical Courses in IT
Industry Keywords
Digital SignageRetail MediaSaaS CompaniesService DeskHelp Desk
Tech Stack
Tools & technologiesAndroidLinux
About the role
Key responsibilities & impact- Assist customers via WhatsApp, email, and phone, ensuring a fast and efficient support experience
- Perform remote access sessions to diagnose and resolve technical incidents
- Log, categorize, prioritize, and track tickets through to complete resolution
- Ensure compliance with agreed deadlines and established SLAs
- Train users and customers on the use of the 4YouSee platform and its features
- Visit customers’ sites and attend events in person when necessary
- Keep records of interactions and solutions provided up to date
- Support the team in identifying continuous improvements to support processes, procedures, and documentation
- Collaborate with internal teams to escalate and resolve technical requests
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, Systems Analysis and Development, or a related field
- Knowledge of Windows, Linux, and Android operating systems
- Experience with ticket management and customer service tools
- Analytical skills for investigating and resolving technical issues
- Strong organizational skills and the ability to manage multiple requests and priorities
- Strong verbal and written communication skills
- Sense of urgency and a customer experience focus
- Advanced Spanish, with conversational proficiency
- Preferred: Previous experience in Technical Support, Service Desk, Help Desk, NOC, or related areas, including through internships, first-level support, or academic projects
- Preferred: Experience working at technology or SaaS companies
- Preferred: Experience with Digital Signage or Retail Media
- Preferred: Technical courses or certifications in IT
- Preferred: Knowledge of networking, connectivity, and remote access
- Preferred: Experience monitoring environments and analyzing logs
Benefits
Comp & perks- Medical and dental insurance
- Life insurance
- Flexible benefits card (Meal/Food Allowance)
- Transportation allowance
- Annual profit-sharing bonus
- TotalPass
- Birthday Day Off
- Drawings for tickets to a variety of experiences
- Samsung Discount Club
- Educational partnerships offering discounts on specialization courses, undergraduate degrees, MBAs, extension courses, and language programs
- +Sesc partnership