We are seeking a dedicated 1st Line / Help Desk Specialist to join our team and provide high-quality support in managing individual incidents and tasks related to services and application monitoring.
You will play a critical role in ensuring the operational health of our systems while promoting clear and effective communication with all stakeholders.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

REQUIREMENTS

• At least 1 year of customer service experience in a related role
• Knowledge of Microsoft Office tools including Word, Excel, and PowerPoint at an intermediate level
• Background in PL/SQL with basic to intermediate proficiency (Required)
• Proficiency in Power BI is highly desirable
• Professional experience of at least 2 years working at Claro, with recent experience within the past 12 months (Required)
• Competency in teamwork combined with a strong willingness to collaborate
• Capability to work independently with autonomy and take ownership of assigned tasks
• Flexibility to handle changing situations and adapt to evolving business needs
• Analytical skills and logical reasoning to effectively break down and resolve complex problems
• Strong communication skills, both written and verbal, to interact clearly and effectively

• Validate and analyze individual incidents, as well as situations that might result in mass incidents
• Ensure the operational health of the services and applications under our responsibility through proactive monitoring
• Promote clear and concise communication with internal teams and stakeholders involved in incident management
• Actively contribute to daily task management and provide timely, effective solutions to day-to-day challenges
• Manage and follow up on assigned tasks, ensuring deadlines are met and outcomes meet quality expectations
• Support and assist customers in resolving technical issues to maintain high standards of customer satisfaction
• Maintain documentation for recurring issues and provide insights for continuous improvement
• Assist in identifying root causes of recurring incidents and propose long-term solutions
• Collaborate effectively with team members and other departments to achieve common goals