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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing first-level technical support in Spanish, with a strong focus on user satisfaction and efficient incident resolution. Capable of utilizing ticket management tools and adhering to operational procedures and service metrics.
Highest-signal resume keywords
Fluent SpanishTechnical Support ExperienceEnd-User Computing KnowledgeTicket Management ToolsFirst-Contact Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportEnd-User ComputingTroubleshootingIncident ResolutionOperating Systems KnowledgeRemote SupportService MetricsTicket ManagementUser SupportTechnical Education
Soft Skills
Customer ServiceCommunicationCourteous ServiceEfficiencyContinuous Improvement
Industry Keywords
Service DeskHelp DeskMulti-Client OperationsTechnical Knowledge AssessmentPerformance Targets
About the role
Key responsibilities & impact- Provide first-level (N1) technical support and assistance to users in Spanish
- Identify, log, categorize, and track IT incidents and service requests
- Provide users with technical guidance to resolve end-user computing issues
- Perform troubleshooting and remediation procedures in accordance with established standards
- Resolve tickets at first contact using available tools and knowledge bases
- Escalate complex incidents and requests to the appropriate teams
- Ensure clear and accurate records in ticket management systems
- Support multiple clients and operations
- Follow operational procedures, service metrics, and performance targets
- Participate in training and continuous improvement initiatives
- Provide courteous, efficient service focused on user satisfaction
Requirements
What you’ll need- High school diploma
- Fluent Spanish, with the ability to provide technical support entirely in Spanish
- Knowledge of end-user computing, demonstrated through practical experience or relevant coursework
- Basic knowledge of computers, operating systems, and user support
- Availability to complete a general technical knowledge assessment
- Native Spanish proficiency is considered an asset
- Previous experience in Service Desk, Help Desk, technical support, or customer service is considered an asset
- Experience providing technical support in Spanish is considered an asset
- Knowledge of ticket management tools and knowledge bases is considered an asset
- Experience with remote support and first-level incident resolution is considered an asset
- Technical education in Information Technology or a related field is considered an asset
- Experience in multi-client, multiskill service operations is considered an asset
- Experience with service metrics and first-contact resolution is considered an asset
Benefits
Comp & perks- Flexible work arrangements that promote work-life balance
- Professional development and continuous growth of your skills
- Collaborative, diverse, and innovative environment
- SONDA Academy: a learning platform for professional development
- SONDA Wellness Program, with initiatives focused on physical, mental, and social well-being
- On-site and remote work options, as applicable under SONDA’s general benefits