Bilingual IT Help Desk Customer Service

Responsibilities

• 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 BMS 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.

Qualifications

• 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 shares ideas, knowledge, and expertise.

-Communicates constructively.

-Willingness to learn new skills and be open to consider different ideas and alternatives.

• In addition, candidates must:

-Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday)