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Spanish Speaker

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

A CL 11 Level 1 Spanish Support contributes to ensuring that services are delivered to meet customer business needs and expectations. He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liasing with technologists and other agencies to resolve requests/issues in timely fashion. He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He/she applies quality processes in performing his tasks.


- Provides support in English and Spanish Languages

- Providing first level of support for customer and system incidents and requests using basic technical and service knowledge

- Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents

- Performing initial level of diagnosis of incidents and resolving them when appropriate

- Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services

- Ensuring proper documentation on incidents and/ or requests handled

- Following up on incidents to ensure resolution and customer satisfaction

- Monitoring issues until they are resolved/closed

- Demonstrating good understanding of the customer's business needs and applying them to the management of system events and incidents

- Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and/ or requests.

- Maintains an understanding of customer Servicel Level Agreements

- Develops and maintains product knowledge, business and professional skills by participating/attending CBT and classroom trainings

- Develops and maintains knowledge about the tools, standards and processes used by the project team and the client

- Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback

- Yielding productivity at the same level as client Service Level Agreements


- University Graduate

- Should have at least 1 yr relevant experience

- Fluency in Spanish and English

- Ability to work as a team member

- Ability to work creatively and analytically in a problem solving environment

- Desire to work in an information systems environment

- Good oral and written communication skills

- Flexibility