Job Summary: **Responsibilities**: - Incident/Request/Problem/Knowledge Management. - Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate. - Provide first-level contact, convey resolutions to customer issues and follow up. - Properly escalate unresolved queries to the next level of support. - Utilize excellent customer service skills and exceed customers’ expectations. - Ensure proper recording, documentation and closure. - Recommended procedure modifications or improvements. - Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users. - Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s). - Additional responsibilities include: - Comply and adhere to Auxis operational processes and security policies. - Use of Auxis Service management tools for Incident, Problem, Change and Configuration management. - Attend all operational and project (ad-hoc) related scheduled meetings as required. Skills and Experience: - English - Spanish Language (Oral and writing 85 % or higher), (B2+ or above). - None experience or at least 1 year of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library). - The resource will adjust its schedule based on the account needs. - High School diploma. - Must possess excellent communication skills and involvement. - Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. - Good presentation and a polite, tactful and friendly character. - Nice to have Technical Proficiencies: - Cisco CCNA Modules. About Auxis: We need to replace the L1s that will be promoted to L2 because we are moving 3 L2s to Hypercare