**Using defined knowledge solutions and own technical expertise in specific field of IT, solve user and technology tickets (incidents, requests, alerts) with high quality, providing great customer experience to customers and right the first time.
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**Create new and refresh existent knowledge resolution solutions for issues and situations.
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**What are we looking for?
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- Bachelor's degree or equivalent in experience
- ITIL certification would be desirable
- Fluent in at least two of the languages from the list: Portuguese, English and Spanish
- Experience working in a team delivering IT operations/service.
- Proven experience working in a contact center is desirable
- Good understanding and motivation of IT technology and IT support processes.
- Strong analytical, interpersonal and organizational skills, including good conflict management and an ability to work well with people from different backgrounds in a global organization
**What will be your key responsibilities?
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- Support IT users through incoming calls and digital channels.- Resolve reported incidents/requests in a timely manner, meeting agreed operational and service SLAs, at the right level of quality and with high customer satisfaction.- Keep IT users informed of the status of their case handling; use service-oriented, not only technology-oriented approach.- Demonstrate developed customer focus skills and courtesy to the customer, especially for technically complex cases.
- Be responsible for specifics team roles, such as TechLeads, Segment Leads, Champions, etc
**What can you expect from Mars?
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- Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
- Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.