Help Desk Agent Bilingual

Cherokee Federal

1d•Remote

About The Position

Help Desk Agent - Tier 1 Bilingual As required by our governmental client, this position requires being a US Citizen AND an active Public Trust or the ability to obtain a Public Trust Help Desk Agent - Tier 1 Bilingual (English and Spanish) will be responsible for providing Tier 1 technical support for end users via phone, live chat, and email. Compensation & Benefits: Estimated Starting Salary Range for Help Desk Agent – Tier 1 Bilingual: Pay commensurate with experience.

Requirements

Minimum of a High school diploma or equivalent is required
US Citizenship
Ability to obtain a public trust security level clearance
Must pass pre-employment qualifications of Cherokee Federal
Possess excellent grammar and writing skills in both the English and Spanish language, required.
Ability to speak professionally in the English and Spanish language, required.
Ability to see, hear, read, and write.
Ability to multitask in a high-volume Help Desk/Contact center environment.
Ability to assess, mitigate complex issues utilizing sound judgment and compassion.
This is a remote position and requires that the candidate have access to a reliable Internet service and a dedicated work area without any distractions or noise. Majority of the work will be performed utilizing a laptop, monitors and telephone headset.

Nice To Haves

One (1) year of experience in call center or help desk environment is preferred
One (1) year of customer service experience is preferred
Working knowledge of Windows 10 and computer basics
Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings)
Basic knowledge of Microsoft Office products (IE: Outlook, Excel, 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).
Ability to learn and retain complex information, preferred.

Responsibilities

Customer service-oriented, fluent Spanish language speaking Help desk support agent to provide technical support to users in an efficient, accurate and professional manner.
Customer front line contact expected to solve basic technical problems and provide support for all assigned areas. The goal is to ensure the customer value is maintained to the standards set forth by the company and customer.
Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email.
Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports).
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources.
Walk customers through problem solving process. Assists the customer base in troubleshooting and configuration of Internet browser settings.
Follow up with customers, provide 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-related duties as assigned