IT Help Desk Coordinator (Bilingual)
About The Position
TelaForce, a Titan Technologies company, is seeking temporary bilingual Help Desk Coordinators to provide Tier 1 Technical Support and Customer Service Support in support of our Call Center operations. In this exciting role, you will support a variety of users and must demonstrate abilities required for excellent Help Desk support including impeccable customer service skills, technical savviness and a strong aptitude for multitasking. Candidates must be willing to work flexible hours that may include weekends (8:00 am-4:30 pm CT), weekdays (6:00 am-8:00 pm CT) or holidays (as needed). This is a temporary position with full-time hours. All candidates must have the ability to work remotely so you must have dependable high-speed internet, a reliable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software, a headset with microphone that will connect to your computer, and a quiet area free from distractions where you can take calls.
Requirements
- Proficient experience using Windows 7, 8, 10 and Microsoft Office products
- Proficient experience using & configuring web browsers and managing browser plug-ins
- Ability to pass employment background check and drug-screening
- Ability to pass Level 2 background check
- Bilingual in English and Spanish
- Dependable high-speed internet
- Reliable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software
- Headset with microphone that will connect to your computer
- Quiet area free from distractions where you can take calls
Nice To Haves
- 1+ year of prior Call Center/Help Desk experience
- 1+ year of prior PC technical experience and/or training
- Ability to type 45 WPM
Responsibilities
- Provide Technical Support and Customer Service support to an end-user community supporting all applications, software and processes utilized by our clients.
- Provide support to identify customer needs, clarify information, research and provide solutions and/or alternatives to customer issues.
- Address incidents and respond to users in accordance with agreed-upon procedures and Service Levels.
- Interface with multiple levels of users, customers, supervisors, and management staff.
- Receive client queries from multiple customers via phone, chat, e-mail or via web-enabled access.
- Log incidents and service requests into the ticket-tracking system.
- Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket-tracking system.
- Provide troubleshooting and resolution via phone, chat, e-mail or remote connectivity tools (when applicable).
- Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e-mail regarding customer specific systems and criteria.
- Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
- Track the incident or service request activity to maximize timely completion.
- Follow-up with clients to ascertain job satisfaction verbally or through e-mail.
- Train new Help Desk Coordinators when needed.
- Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request.
- Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management.
- Perform routine tasks and new assignments as assigned by the Contract Team Leads, Call Center Supervisors, or management.
- Adhere to all customer, company, and departmental policies.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
