Bilingual Spanish - Helpdesk Analyst

Looking for a Bilingual (Spanish) Tech support with the ticketing systems experience., During the pilot we’ll prioritize routing retail leads, a higher incidence of which don’t ultimately get confirmed, to triage agents when available, as well as DIB upon launch Triage agents will attempt to contact the customer to confirm business need Triage agents will route confirmed leads to dedicated sales consultants We will prioritize language needs via Spanish Speaking CS agents as needed Reporting: manual tracking as CRV does not currently support campaign setup for monitoring

Triage agents will be expected to maintain impeccable pipeline management including:

• Tracking contact attempts, * -If we later decide to increase their priority this can be adjusted as needed-Pilot sales consultants will be removed from phone queues to avoid inbound calls-This will ensure they are available for handoffs from triage
• Feedback Sessions:
• Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from calls

• Bilingual Spanish/English
• Customer Service / Helpdesk / Call Center experience
• Inbound/outbound calling experience
• Call triage and routing
• Lead/referral management
• CRM/data entry experience
• Strong documentation and note-taking
• Pipeline and follow-up management
• Excellent verbal/written communication
• Strong organizational and multitasking skills

Preferred requirements:

• Inside Sales / Sales Support experience
• Insurance or Financial Services experience
• Salesforce, ServiceNow, Zendesk, or similar CRM
• Lead qualification/conversion experience
• Excel/reporting/KPI tracking
• Underwriting or contract/documentation experience
• Process improvement/pilot program experience
• Experience supporting Spanish-speaking customers

Education/Certification:

• High School, * 1. Are you fluent in both English and Spanish?

1. How many years of experience do you have in customer service, helpdesk, call center, or technical support?
2. Have you used a CRM or customer management ticketing system to document customer interactions and maintain records?

$22 - $24 an hour - Full-time, Contract, Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Opportunities for advancement, * Health insurance
• 401(k)
• Dental Insurance
• Vision Insurance
• Referral Program
• Travel Allowances, * 401(k)
• Dental insurance
• Health insurance
• Referral program
• Vision insurance

Founded in 1999, Mindlance has been ranked as one of the fastest growing US Staffing firms by SIA for 9 consecutive years. We provide Technology, Engineering, Digital / Creative / Marketing, Clinical Research, Scientific, Finance, Professional and Payroll Management staffing services to Global 1000 companies across the US, Canada and India.

Mindful of the opportunity gap, we provide balanced solutions for employers and job seekers. We empower job seekers with opportunities to advance their careers and enhance their skills while elevating recruitment standards and fostering a more mindful, balanced workplace.