Helpdesk Agent - Bilingual (Spanish and English)

Operational Incident Support Agent -Bilingual (Spanish and English)

Our client operates the world’s leading payments platform, seamlessly connecting global merchants with consumers across emerging markets.

We are looking for curious self-starters from Morocco to work as Ops incident support agents.

The agent is responsible for monitoring and supervising the performance of our clients’ local partners, detecting any deviations from the approved rates in every market and region

Main Tasks

● Attend to and improve monitoring system alerts.

● Track and report incidents to relevant stakeholders (internal and external).

● Work and address incidents in coordination with the Operations and Customer Success team.

● Communicate with providers to ensure the issues are addressed with the needed sense of urgency.

● Meet the defined escalation policies and procedures to ensure that incidents are handled most efficiently.

● Analyze incident-related metrics, elaborate reports, and identify improvement

Opportunities.

Required Skills

● Demonstrable ability to remain calm and effective during higher downtimes, as well as excelling at prioritization and evaluation of situational urgency.

● High proficiency in communicating technical issues to technical and non-technical audiences

● Hands-on knowledge with the following tools:

❖ Data Analysis (Kibana, Looker, New relic, Coralogix or similar tools) and reporting.

❖ Basic to intermediate level proficiency in SQL

❖ Google Spreadsheets. (vlookup and similar functions, pivot tables, charts, etc).

● Have conceptual knowledge of Web Services, APIs, HTTPS protocol, XML, and JSON.

❖ General knowledge of HTTP connections, web services, types of services such as REST, XML, etc., for easy diagnosis of potential issues and log comprehension.

● Availability for incident support and management on flexible working days/times scheme to achieve 24/7 support or defined schedules.

Languages:

● Fluent written and verbal English.

● Fluent written and verbal Spanish.

● Portuguese will be considered a plus. Portuguese will be considered a plus.

Hardware Specifications:

Recommendation:

A device comparable to a MacBook Air featuring an Apple M2 chip and 16GB of memory,

Or equivalent hardware (such as Intel Core i5-12th gen or AMD Ryzen 5 - 5000 series or higher) with macOS or Windows operating systems

Note: macOS Ventura or superior / Windows 11 64-bit for optimal compatibility (updated with latest security patches).