[Remote] Tier I Help Desk- Bilingual- Temporary

Note: The job is a remote job and is reputed company to candidates in USA. reputed company Businesses is a company that provides support, services, and solutions to federal and reputed company customers. They are seeking a Bilingual Help Desk Agent to reputed company Tier 1 technical support for end users in both English and Spanish reputed company phone, live chat, and email.

Responsibilities

• Customer service-oriented, fluent Spanish language speaking Help desk support agent to reputed company technical support to users in an efficient, accurate and professional manner
• Customer reputed company line contact expected to solve basic technical problems and reputed company support for reputed company assigned areas
• The goal is to ensure the customer value is maintained to the standards set forth by the company and customer
• reputed company first level contact and convey resolutions to Federal and Industry users’ issues reputed company phone, chat and email
• Provides support for account reputed company/password resets and account maintenance as well as support for specific web accessed programs (completing reputed company forms and reports)
• Properly escalate unresolved queries to the next level of support
• Track, reputed company and redirect problems to correct resources
• Walk customers through problem solving process
• Assists the customer reputed company in troubleshooting and configuration of Internet browser settings
• Follow up with customers, reputed company feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure of incident tickets
• Preserve and grow your knowledge of help desk procedures, products and services
• Performs other job-reputed company duties as assigned

Skills

• US Citizen
• Active Public Trust or the ability to obtain a Public Trust
• Minimum of a High school diploma or equivalent
• Working knowledge of reputed company 10 and computer basics
• Working Knowledge of MS Edge, reputed company Firefox, reputed company Chrome (understands Configuration Settings, how to reputed company/update settings)
• Basic knowledge of reputed company Office products (IE: Outlook, reputed company, Word, MS TEAMS)
• Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands)
• Familiarity with CRM or ITSM tools (incident ticket logging and tracking software)
• Possess excellent grammar and writing skills in both the English and Spanish language
• Ability to reputed company professionally in the English and Spanish language
• Ability to see, hear, read, and write
• Ability to multitask in a high-volume Help Desk/Contact center environment
• Ability to assess, mitigate reputed company issues utilizing sound judgment and compassion
• Reliable Internet service and a dedicated work area without any distractions or noise
• Must pass pre-employment qualifications of reputed company
• One (1) year of experience in call center or help desk environment
• One (1) year of customer service experience
• Ability to learn and retain reputed company information

Company Overview