Job Description:

We are looking for a bilingual customer service-oriented Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support to both English and Spanish speaking users in an efficient and accurate manner.  This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat.  This position will be full-time and remote.

Key responsibilities:

• Provide General IT end-user support

• Utilize excellent customer service skills and exceed customers’ expectations.

• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.

• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.

• Properly escalate unresolved issues to the next level of support with strong supporting documentation

• Following documented processes to resolve customer issues.

• Ensure proper recording, categorization, documentation, and closure of all tickets.

• Analyze the impact and urgency of customer’s issues and prioritize appropriately.

• Recommend procedure modifications or improvements.

• Drive positive results in Customer Experience through timely responses and professional interaction.

• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

• Preserve and grow your knowledge of Service Desk procedures, products, and services.

• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Professional Skills:

• 6-12 months’ experience in a Service Desk role and/or technical support role

• 6-12 months of customer service experience in a professional industry

• High School Diploma or GED

• Bilingual in English and Spanish languages (both written and oral)

• Strong troubleshooting and documentation skills

• Excellent customer service skills

• Strong attention to detail and strong communication skills (both written and oral)

• Excellent work ethic

• Problem-solving skills

• Solution driven

• Ability to work weekdays from 8:00am – 4:30pm EST