Spanish Bilingual Global Service Desk Overnight Analyst

Are you passionate about end-user experience and eager to leverage your exceptional customer service skills in a company that values fun?

We are seeking a professional and enthusiastic Spanish Bilingual Global Service Desk Overnight Analyst for our Integrated Global Services team located across Canada. You will directly impact Long View’s success by delivering service excellence while collaborating with a diverse team serving clients globally. Your role involves providing Tier I support for all IT and communications systems used by the service desk.

A Day in the Life:

• Submit fully documented customer issues into a ticket management system
• Analyze symptoms, determine urgency, and provide resolutions where possible
• Dispatch incidents to the appropriate Tier II support group when first-call resolution is not possible, and manage the incident through its lifecycle
• Understand and assist with all internal and external escalations
• Continuously identify process improvement opportunities and collaborate with peers and leads to enhance service delivery

What You Bring:

• 2+ years of experience in a technical support role providing Tier I support in a service desk or help desk environment
• The ability to speak Spanish fluently in a professional setting
• Excellent bilingual (Spanish and English) written and verbal communication skills
• Proven ability to troubleshoot and resolve technical and procedural issues
• Ability to adapt to fluctuating customer needs and manage high-stress situations with quick, professional responses
• Capability to build rapport among peers and colleagues
• Proven track record of delivering superior customer service both on and off the phone
• Willingness and ability to work an overnight shift

What Makes You Awesome:

• Understanding of ITIL Incident Management
• A+ Certification

Why Work at Long View:

• Great people and culture
• Recognition programs