Service Desk Agent

🔥 59 minutes ago

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Holafly

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

✈️ Travel

📡 Telecommunications

👥 B2C

💰 $112.9k Seed Round - Holafly on 2019-06

Travel • Telecommunications • B2C

Holafly is a travel connectivity provider that sells eSIMs and prepaid international SIM cards to travelers, enabling mobile data access across multiple countries without relying on traditional roaming plans. It operates primarily through an online storefront and targets consumers such as tourists and digital nomads who need short-term, flexible mobile data while abroad.

📋 Description

• Diagnose and resolve technical issues across software, business applications, and operating systems with patience, velocity, and absolute clarity. • Own and optimize ticket workflows within Jira Service Management, ensuring strict alignment with established Service Level Agreements (SLAs) and setting the benchmark for the global team. • Act as the knowledge hub, heavily documenting troubleshooting procedures, solutions, and processes in Confluence to empower user self-service and ensure a smooth handover to the LATAM and ASIA shifts. • Drive platform hygiene and continuous improvement by identifying recurring incident patterns, minimizing technical debt, and proposing automation or preventive solutions. • Collaborate fearlessly across teams to translate complex technical infrastructure into clear solutions for non-technical stakeholders. • Ensure seamless shift handovers, proactively structuring and updating pending documentation and critical tickets so the LATAM and ASIA teams can continue operating without friction.

🎯 Requirements

• 1–2 years of proven experience in technical support, IT service desk, or customer-facing technology roles within fast-paced or scale-up environments. • Solid technical foundation in ChromeOS, macOS, Linux, iOS, and Android operating systems. • Bilingual proficiency in both Spanish and English (C1 level minimum) with exceptional written and verbal communication skills. • Degree in Computer Science, Systems Engineering, or a related technical discipline (or equivalent practical experience).

🏖️ Benefits

• Professional development opportunities • Flexible working hours