Bilingual It Help Desk Customer Service

Bilingual IT Help Desk Customer Service Representative (Pharma) (Hybrid Tampa, FL)

We are seeking a Bilingual IT Help Desk Customer Service Representative for a global pharmaceutical client. 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.

This is a 40-hour per week, 6-month contract (extensions possible), 50% onsite role at the client's office in Tampa, FL. Work Schedule: Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday)

This is a W2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

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 guideline.
• Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Create tickets and document all activities in ticket system (ServiceNow).
• Escalate more complex problems or unresolved issues to next level of support.

Requirements:

• Candidates must be fluent in English and Spanish. Candidates must be able to read, write and speak English and Spanish fluently.
• Minimum of 2 years Help Desk experience
• 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)

Please submit your resume to our network at (please apply to the Bilingual IT Help Desk Customer Service Representative (Pharma) (Hybrid Tampa, FL) role).

Please feel free to forward this project opening to others who may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information, or other applicable legally protected characteristics.

Compensation: $22/hr. - $24.47/hr.

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