Job Description

We are a company dedicated to the comprehensive management of tourist accommodation in Spain, with a presence in Madrid, Malaga and Toledo and a team that works completely remotely from Latin America. Our goal is to provide an excellent experience to our guests, optimizing operational processes and resolving incidents quickly and efficiently.

We are currently looking for an Operations and Incident Teleoperator to join our team. We are looking for an organized, decisive and proactive person, with experience in ticket management and monitoring incidents until resolution.

Modality: 100% remote.

8 hour shifts x 5 days a week (Friday - Saturday - Sunday - Monday and Tuesday)

Main responsibilities:

-Management and administration of incident tickets.
-Filtering and prioritizing tickets according to their urgency and impact.
-Coordination and monitoring of maintenance work until its resolution.
-Organization of tasks and control of response times.
-Communication with suppliers and internal teams to ensure the closure of each incident.
-Updating information in the CRM and monitoring of each case.

Requirements:

-Minimum 6 months experience in ticket management, help desk, operations, maintenance, support or similar positions.
-Experience using ticket CRM (preferably Zoho Tickets/Zoho CRM, although experience with other similar platforms will be valued).
Knowledge of ticket classification, filtering and prioritization.
-Excellent organizational and monitoring skills.
-Proactive, decisive profile.
-Good use of computer tools.

*Important:
This position requires real knowledge of ticket management and prioritization. If you do not have experience or knowledge of how to filter, classify and manage tickets according to their priority, please refrain from applying.

If you do not have a computer and headset for calls and 100% remote work, refrain. We do not provide equipment*

If you feel comfortable managing incidents, organizing priorities and ensuring that each ticket reaches an effective resolution, we would like to receive your application.",