Bilingual IT Help Desk Customer Service Representative

• As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to company employees in the Field and Scientific divisions via phone, ticket, or chat inquiries.
• Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution/troubleshooting skills, and an ability to provide a high percentage of first-level resolution.

Responsibilities:

• Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
• Handle incoming chats within department SLA.
• Provide follow-up and status update inquiries to end users on your daily open ticket queue guidelines.
• Utilize the Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Create tickets and document all activities in the ticket system (ServiceNow).
• Escalate more complex problems or unresolved issues to the next level of support.

Help Desk, Customer Support/Service, Multilingual, Technical Support, Help Desk, Multilingual, Customer Support/Service, Technical Support, Software Administration, Analysis Skills, * Bilingual (English/Spanish). Must be able to speak, read, and write fluently.

• Minimum of 2 years of Help Desk experience
• Excellent Customer Service skills
• Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce)
• Experience supporting applications running on Windows operating system
• Experience supporting web-based applications
• Strong analytical skills and demonstrated ability to troubleshoot
• Basic understanding of ITIL Methodology (not a requirement)

Shift Timing:

• Flexibility for working hours (Any shift between 7 AM and 7 PM, Monday - Friday)
• Must be able to work at least 50% of the time