Position: - Bilingual IT Help Desk Customer Service Representative
Location: - Tampa, FL 33634
Duration: - 12 Months

Job Summary

• As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to client employees and partners in the Field and Scientific divisions.
• This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web).
• This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents.
• You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.

What you get to do every day:

• 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 client 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 & Experience

• 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.

Must Have List:

• Bilingual (Fluent in English and Spanish).
• Candidate must be able to speak and write in Spanish.
• Minimum of 2 years IT Help Desk experience.
• Experience with call center telephony and ticket system software such as ServiceNow.
• Experience supporting applications running on Windows operating system.
• Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday)
• Bachelor's degree preferred but HS Diploma with equivalent experience will be considered.