Associate-Helpdesk (Portuguese, Spanish & English Speaking)
- Sakon
- 2 - 5 years
- Pune
- 18 days ago
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Job Description
Position: Associate-Helpdesk (Portuguese, Spanish & English-speaking)
Job Location: Pune, India
Work Mode- Hybrid
Shift Time- Rotational Shifts including nightshifts
Our journey
Sakon offers a SaaS platform and services to optimize enterprise mobility expenses,
lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines
workflows, provides insights, and ensures accurate reporting. Features include invoice
auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration.
Additional services like MDM administration and BYOD management enhance operations,
driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn
more at www.sakon.com.
The Value We Deliver
SAKON empowers employees with self-service and real-time updates via a branded portal,
app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs,
addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON
delivers insights, ensures compliance, and drives efficiency across mobile inventory and
expenses.
Our Vision
Sakons vision isto be the leading enterprise communications SaaS Platform and services provider.
We will continue to foster and develop a culture that values:
- Innovation: At Sakon, we foster creativity and curiosity by asking our employeesto think
big to dynamically improve our products and services.
- Execution: We encourage employeesto take calculated risks and strive for excellence. We
have an unrelenting drive for results.
- Customer Focus: We start by listening and then execute flawlessly to delight our
customers. We meet our commitments to our customers and to each other.
- Integrity: Above all else, we act honestly and ethically and take responsibility for
ourselves and our actions. We are transparent in our decisions.
- Diversity: We value diversity by celebrating each of our unique talents, abilities, and
backgrounds enabling us to create a culture of inclusivity.
Role Overview/Your Impact
1) This role will handle and take ownership of multiple customer support activities to
include receiving incoming calls, chats, emails &tickets to provide end-to-end Technical
and general support resolution to the end user.
2) Will interact with mobile phone carriers & other departments to resolve mobile servicerelated issues.
3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint
operations document.
4) Ensuring SLAs and KRAsmeet day to day, month to month.
What Does the team do
The Mobility Support Desk is the centralized support hub that bridges the gap between client
employees and technical solutions. Its the first point of contact for users facing issues with
technology, software, or services.
What will you do
We are looking for Portuguese/Spanish & English-speaking candidate to support our SaaS
product (Mobility Practice)
1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues
2) Answer incoming calls & chats.
3) Troubleshooting device and networking issues reported by the users, acting as a liaison
between customers, mobile carriers, client policy and internal Sakon teams to provide
accurate and timely resolution.
4) Working customer service/tech support via incoming phone calls, email and chat.
5) Identify and assist to resolve all issues identified during regular operations. No scripts
are used. You must be able to think on your feet and ask the appropriate questions to
identify and resolve the issue as it arises.
6) Ticketing all calls, chats and email support in English and Portuguese/Spanish
7) Review deliverables ofsupport team members and provide the required support and
guidance to ensure timely deliverables to client.
8) Communicates escalations/ issuesto Managers in a timely manner, ensuring that all
communications are professional and accurate.
9) Act as a single point of contact for managing the communications with the client.
Our Expectations
1) We are looking for Portuguese/Spanish & English-speaking candidate to support our
SaaS product (Mobility Practice)
2) Candidate should be willing to work in 24/7 rotationalshift.
3) Extremely organized with an appreciation for process and documentation
4) A team player who thrives in a kind and collaborative environment.
5) Ability to quickly learn how to troubleshoot devices and step by step instructions.
6) Identification, prioritization and resolution ofreported problemsthrough various
7) mediums (platform, emails, calls, chats] and responsible forthe closure of request with
the specified SLA.
8) Working closely with the international telecom carriers/ service providersto resolve the
requests and incidents raised by customers.
9) Technical Support experienced highly regarded.
The SAKON Spirit
At Sakon, teamwork and excellence define our culture. Our diverse team of engineers,
telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration,
our global teams deliver exceptional customer experiences, combining technical expertise
with a human touch to achieve great results with enthusiasm and care.
Benefits and Perks
- Flexible Holiday Policy (choose your own holidays)
- Hybrid Working Options
- Life & Medical Insurance
- Focus on Skill Development, Re-imbursement for Certifications
- Wifi-Mobile bill reimbursement
- Employee well-being activities
How to Apply and Interview Process
To apply, kindly share the resume with ro********r@sa**n.com
If your profile is shortlisted, you will be invited to complete a communication test followed
by interviews.
Interview Process
Communication Test
Level 1 operations/ Technical Round
Level 2 operations/ Technical Round
Level 3 operations/ Technical Round
HRBP Round Salary discussion & Cultural fitment check
Consent: We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: SakonLocation(s): Pune
Keyskills: Customer Support Helpdesk Portuguese Spanish Client Management Customer Service client queries Client Interaction
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