BS Help Desk Specialist with Spanish

About Company: 

SoftServe Business Systems is the business unit of SoftServe corporation. Our Company's primary goal is to create innovative technologies for increasing efficiency of sales and other business processes of our customers, helping them not only to be in step with the time but also be ahead of it sometimes. The Company's competencies include a number of fields from Cloud, Security, and UX Design to Big Analytics and Internet of Things. We are the Company focused on the production and maintenance of software, innovations, and services for FMCG market. Among our main customers, there are such companies as Mars, Unilever, InBev, Borjomi, and others - all of them are large commercial and industrial enterprises, which develop their business in Eastern Europe and Middle Asia. 

We are looking for someone who will share our company values such as mutual responsibility, humanity, mastery, ideas, improvement and will become a reliable partner for our team.

Requirements:

• Fluent Ukrainian and Spanish
• Active MS Office skills
• Excellent verbal and written communication skills
• Good e-mail correspondence and phone etiquette skills
• Stress-resistance, and ability to handle a large number of requests
• Strong problem-solving and research skills
• Advanced troubleshooting and multi-tasking skills
• Ability to stay cool-headed in tough situations

Responsibilities:

• Incident recording, classification, the initial diagnosis
• Resolution or escalation of requests to responsible parties (SalesWorks System)
• Monitoring the status and progress toward a resolution of all open incidents
• Creating authorization keys
• Keeping affected users informed about the progress
• Participation in project work (collecting information on projects, preparing documentation, writing instructions, template responses, etc.)

As a Plus:

• Working knowledge of the software development process
• Knowledge of the systems used for requests monitoring
• Knowledge of FMCG market
• Previous experience in customer support