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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates the ability to accurately document incidents and service requests while providing effective support to clients. Proficient in using reference tools and knowledge bases to resolve issues efficiently and comply with operational targets.
Highest-signal resume keywords
Fluency In SpanishHigh School DiplomaIncident DocumentationTicket ResolutionMulti-Skill Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident DocumentationTicket ResolutionCorrective ActionsKnowledge Base UtilizationAdministrative Tasks
Soft Skills
Effective CommunicationProblem-SolvingTeam Collaboration
Tools & Technologies
Support ToolsReference Tools
Industry Keywords
Service RequestsClient SupportOperational TargetsContinuous Improvement
About the role
Key responsibilities & impact- Log in to the designated support tools as required and instructed by the manager
- Identify and document incidents and service requests clearly and accurately
- Perform corrective actions or guide users step by step
- Validate information and escalate tickets to higher support levels when necessary
- Resolve tickets preferably on first contact by using reference tools and the knowledge base
- Participate in training sessions and continuous improvement initiatives
- Comply with assigned schedules, working hours, and operational targets
- Apply up-to-date procedures in accordance with the knowledge base
- Complete evaluation forms, employee engagement surveys, monitoring feedback, and other administrative tasks
- Support different clients and operations in a multi-skill format or according to management priorities
- Use the tools provided appropriately for each type of support interaction
Requirements
What you’ll need- High school diploma
- Fluency in Spanish
- Availability to work from 7:00 p.m. to 6:00 a.m. on a 12x36 shift schedule
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
- Hybrid work: on-site and remote work schedules
- SONDA Wellness: a program with initiatives focused on physical, mental, and social well-being