Bilingual IT Help Desk Representative
Sunrise Systems, Inc.
Job Description
Job title: Bilingual IT Help Desk Customer Service Representative
Location: Tampa, FL (Hybrid)
Duration: 6 Months
- 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
Job Summary:
- 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.
Qualifications:
- 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)
Vacancy posted 2 days ago
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