Key Responsibilities

Provide first level IT support to users through phone email chat or ticketing tools

Communicate clearly with Spanish and English-speaking users to understand document and resolve issues

Log categorizes prioritize and update tickets in the ITSM tool as per process guidelines

Troubleshoot basic issues related to password resets account access applications hardware network connectivity VPN printers and Microsoft 365 services

Follow standard operating procedures and knowledge articles to resolve known issues

Escalate unresolved or complex issues to the appropriate technical teams with complete details

Maintain timely communication with users on ticket status next steps and resolution timelines





Meet service desk performance expectations such as SLA adherence quality first contact resolution and customer satisfaction

Participate in training knowledge sharing and continuous improvement activities

Required Skills

Fluency in Spanish and English with strong verbal and written communication skills

Basic understanding of Windows operating systems Microsoft Office Outlook Teams and common business applications

Positive problemsolving skills and willingness to learn technical processes

Ability to remain patient professional and customerfocused while handling user issues

Good documentation skills with attention to detail

Ability to work in shifts including support for client business hours if required

📌 Spanish Customer Care Executive (Bengaluru)
🏢 LTM
📍 Bengaluru