Customer Service Analyst - Special Projects (IT Support)

Description

Position Summary: Responsible for managing and resolving incidents and requests through multiple channels, ensuring full traceability and escalating support when necessary. Key Highlights: 1. End-to-end management of incidents and requests at the first level 2. Handling of multiple customer service channels 3. Documentation of guides and FAQs for continuous improvement The purpose of this role is to deliver customer service and manage incidents and requests via defined channels, administering tickets with full traceability, resolving at the first level, and escalating promptly when specialized support is required. Main Responsibilities Respond to requests and incidents via phone, WhatsApp, and email. Create tickets with proper categorization, priority, and mandatory fields. Perform triage and initial diagnosis for first-level resolution. Escalate to Level 2/Level 3 or coordinate on-site support when necessary. Maintain complete traceability: record actions, timelines, responsible parties, and evidence. Notify stakeholders of progress and close cases only upon requester validation. Meet defined response and resolution timeframes (SLA). Support operational control and device registration. Document guides and FAQs based on recurring incidents. Required Profile Education: Technical or technological degree, or current student/professional in Systems, IT Support, Telecommunications, or related fields. Experience: 1–2 years in help desk, service desk, or multichannel operational support. Knowledge: Ticket management (Freshdesk preferred), basic fault diagnosis (Hardware/Software), and telephone campaign handling. Offer Conditions Work Mode: Hybrid. Schedule: Monday to Sunday with rotating shifts (availability required for morning, afternoon, and night shifts). Salary: Current Legal Minimum Wage (SMLV) + statutory transportation allowance. -Requirements- Minimum Education: University / Technological program 2 years of experience Knowledge: IT, Service Desk, Technical Support, Telecommunications Engineering Keywords: analyst, service, customer, cliente, support, soporte