Address
Form of workRole: Bilingual ITHelp Desk Customer Service Representative
Location: Tampa, FL, 33634
Duration: 12 months
Must be able to work onsite 5 days a week in Tampa, FL.
Must be able to speak, read and write in Spanish.
Must Have List:
In addition, candidates must:
Job Description:
Job Summary:
What you get to do every day:
**NOTE: Responsibilities of this role are not limited to the details above. **
Qualifications & Experience:
Highly effective Team player:
Location: Tampa, FL, 33634
Duration: 12 months
Must be able to work onsite 5 days a week in Tampa, FL.
Must be able to speak, read and write in Spanish.
Must Have List:
- Bilingual (Fluent in English and Spanish). Candidate must be able to speak and write in Spanish.
- Minimum of 2 years IT Help Desk experience.
- Experience with call center telephony and ticket system software such as ServiceNow.
- Experience supporting applications running on Windows operating system.
- Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday)
- Bachelor's degree preferred but HS Diploma with equivalent experience will be considered.
In addition, candidates must:
- Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday)
- Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).
- Expect to work on Company Holidays as needed.
Job Description:
- As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to client's employees and partners in the Field and Scientific divisions.
- This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web).
- This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.
Job Summary:
What you get to do every day:
- Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
- Create tickets and document all activities in the client's ticket system (ServiceNow) in line with our quality standards.
- Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
- Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable.
- Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA's.
- Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
- Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
- Adhere to all Service Desk processes and procedures.
- Drive quality, process improvement and innovation to optimize service delivery.
**NOTE: Responsibilities of this role are not limited to the details above. **
Qualifications & Experience:
- Multi-Lingual effective and fluent communication in English and Spanish.
- Minimum High School Diploma; preferred Bachelor's Degree.
- Basic understanding of ITIL Framework and IT Service Management.
- Excellent Customer service skills.
- Ability to diagnose and troubleshoot complex problems and work to a resolution.
- Ability to explain technical information to End Users with effective verbal and written communication.
- Ability to troubleshoot basic hardware issues, peripherals, and other devices.
- Ability to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
- Basic Knowledge of Microsoft Windows, Office 365, Outlook, and hardware/iPad support.
- Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.).
- Some knowledge and experience using Apple products and technologies, including iPhone and iPad devices.
- Experience with Application Support preferred.
Highly effective Team player:
- Openly and willingly share ideas, knowledge, and expertise.
- Communicates constructively.
- Willingness to learn new skills and be open to considering different ideas and alternatives.
