Position: Bilingual (Spanish/English) IT Help Desk Analyst (IT Support). This is a technical support position.
Expected Hours (subject to change):
Full-Time Open Position(s): 3rd shift Mon-Fri 2am-10am EDT
Who We Are:
We are a growing technical help desk outsourcer that believes in the core values of integrity, honesty, the spirit of excellence, and great customer service. Our goal is to have great relationships with our customers and provide service that exceeds today’s best industry standards via phone, web portal, email, and CHAT. We guarantee our service levels to our customers. We believe in treating our employees well because happy employees give great customer service. We promote from within so all managers understand our culture. Employees are treated with respect and shown appreciation through monthly and quarterly awards, and ‘Honor the Analysts’ days.
The Bilingual Support Analyst should possess strong technical troubleshooting skills and a solid foundation in customer service, with a focus on providing support to both technical and non-technical end users. Proficiency in both English and Spanish is essential to communicate effectively with a diverse user base. The ideal candidate will have experience with remote support via phone and email, as well as familiarity with various desktop operating systems, MS Office, and web applications. In addition, knowledge of LAN/WAN technologies, Active Directory, and basic PC hardware troubleshooting is a plus. This individual will be responsible for efficiently managing user support tasks, maintaining professionalism and patience when addressing user inquiries, and ensuring seamless communication across all support channels with minimal supervision.
This position entails:
- Resolving support issues to decrease downtime for the customer.
- Providing excellent documentation skills in call-tracking systems.
- Possessing strong troubleshooting skills because half of what we do is non-shrink-wrap related.
- Maintaining knowledge of industry trends and support best practices including attending training sessions/workshops.
- Working as a team player (communicating well with coworkers & managers).
- Enhancing business, verbal, and written skills.
Requirements:
- 1–2+ years of customer service support experience preferred.
- Experience supporting the Manufacturing and/or Healthcare industries is a plus.
- Familiarity with the following is a plus:
- Desktop operating systems, including Windows XP Professional and Windows 7.
- Proficiency in the MS Office suite and web applications.
- Experience with Active Directory Administration, Lotus Notes, and IBM Client Access.
- Knowledge of PC hardware configurations and troubleshooting.
- Understanding of LAN/WAN technologies.
Company Benefits:
- Paid Time Off.
- Nine paid holidays.
- Medical, dental, life, optional life, and disability benefits.
- Company paid life and long-term disability benefits.
- 401(k) with company match.
Only those candidates selected for an interview will be contacted.