Help Desk Representative – Spanish and English language

Department: CCC
Location: 3. Banja Luka
Application deadline: 30.09.2021

Help desk Representative – Spanish and English language




 Position works in high call volume Technical Assistance Center (TAC) environment supporting customers (both internal and external) and their analysts in providing problem resolution for products and services, specifically ALOHA software and other related products/equipment.


 Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level


 Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment); Reviews incident history to determine recurring faults


 Provide technical phone support on Hospitality products (ALOHA and other), systems and various software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem


 Escalate both internally and externally when required according to defined Escalation Paths


 Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches


 Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information


 Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem


 Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the GEMS (incident tracking) system


 Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues

 Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs


 Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;


Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution


 Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines


 Record information into the Incident tracking system (GEMS); Conduct GEMS quality audits and Call Monitoring activities through monitoring tool        


 Manage operations during scheduled shifts using on-hand tools and observations       



  • ·         High School Diploma or equivalent
  • ·         Excellent communication skills at all levels including excellent listening skills in Spanish and English language.
  • ·         0-2 years of related experience
  • ·         Advanced knowledge level of Windows XP/Vista/7/8/10; Advanced knowledge of the Internet including applications and protocols as well as standard network monitoring and analyzing tools; Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip); Advanced knowledge of the software structuring, configuration, file organization; Ability to read and analyze program logs
  • ·         High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards, monitors)
  • ·         Possess strong customer service skills and be able to work in a dynamic team environment
  • ·         Advanced problem solving and troubleshooting skills
  • ·         Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment
  • ·         Not convicted or in a process of conviction


  • ·         Associate’s Degree preferred
  • ·         2+ years of call center experience
  • ·         Experience in providing in-house escalation assistance
  • ·         A track record showing initiative leading to positive results 

 Trizma is offering: 


  • Long term employment opportunity for best performing candidates
  • Performing services  for a multinational company
  • Dynamic and responsible position
  • Chance for a professional and personal development
  • Advancement opportunity
  • Paid training

Apply >>