CCC Help Desk Representative Incident Management Agent (Spanish)

TL;DR

Incident Management Agent (Customer Support): Providing operational support to Spanish customers by managing incidents and ensuring fast resolution in line with service standards. Focus on performing initial diagnostics, coordinating with technical teams, and maintaining clear communication with users.

Location: Remote (Serbia)

Company

A global leader in expanding financial access, optimizing branches and self-service availability for financial institutions and retailers.

What you will do

• Register, monitor, and manage incidents following established procedures.
• Perform initial diagnostics and coordinate with technical teams for resolution.
• Proactively inform users about the progress of each incident.
• Properly document each case to ensure quality and traceability.
• Collaborate with the team and participate in continuous improvement activities.

Requirements

• Spanish language proficiency at C1 level or equivalent.
• Experience in technical support, Service Desk, NOC, or incident management.
• Advanced proficiency in Excel and Outlook.
• Availability for 24x7 rotating shifts.
• Strong verbal and written communication skills.

Nice to have

• High level of English.
• Knowledge of ITSM tools such as ServiceNow or Remedy.

Culture & Benefits

• Private Health Insurance, Life, Accident & Disability Insurance.
• Employee Referral Bonus Program.
• Wellbeing Resources and Baby Bonus.
• Numerous opportunities for internal career pathing and advancement.
• Discounts for employees at hirify.global partners.