Bilingual IT Help Desk Customer Service Representative

Orioninnovation; Orlando (FL); On-site; USD 40,000 - 56,000; Full time

Job summary

Orion Innovation is seeking a Bilingual IT Help Desk Customer Service Representative in Tampa, FL. You will support employees in the Field and Scientific divisions via phone, ticket, or chat inquiries and resolve issues with First Level Resolution in mind.

Responsibilities include handling calls/chats, documenting tickets, and using a knowledge base to resolve inquiries. Strong bilingual skills and Windows/web app support are required.

Qualifications

• Bilingual English/Spanish with fluent speaking, reading and writing abilities.
• Minimum of 2 years Help Desk experience.
• Excellent Customer Service skills.
• Experience with call center telephony and ticket systems (Remedy, ServiceNow, Salesforce).
• Experience supporting applications running on Windows operating system.
• Experience supporting web-based applications.
• Strong analytical skills and troubleshooting ability.
• Flexible for shifts between 7am and 7PM Monday–Friday.

Responsibilities

• Answer incoming calls and tickets, route to appropriate groups, and set end-user expectations.
• Handle chats within department SLA and provide updates to end users.
• Use Knowledgebase to address inquiries and draft articles for knowledge gaps.
• Create and document tickets in the ticketing system (ServiceNow).
• Escalate complex problems to next level support when needed.
• Perform duties beyond listed responsibilities as required.

Skills

Bilingual English/Spanish

Help desk experience

Customer service

Call center telephony

Ticketing systems

Windows support

Web applications

Analytical skills

Flexible hours

Tools

Remedy

ServiceNow

Salesforce

Job description

Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Job location: Tampa FL

Job title: Bilingual IT Help Desk Customer Service Representative

Job Summary

As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to company employees in the Field and Scientific divisions via phone, ticket or chat inquiries. Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution/troubleshooting skills and an ability to provide a high percentage of First Level Resolution.

Responsibilities

• Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
• Handle incoming chats within department SLA.
• Provide follow-up and status update inquiries to end users on your daily open ticket queue guideline.
• Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Create tickets and document all activities in ticket system (ServiceNow).
• Escalate more complex problems or unresolved issues to next level of support.

NOTE: Responsibilities of this role are not limited to the details above.

Qualifications

• Bilingual (English/Spanish) Must be able to speak, read and write fluently.
• Minimum of 2 years Help Desk experience
• Excellent Customer Service skills
• Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce)
• Experience supporting applications running on Windows operating system
• Experience supporting web based applications
• Strong analytical skills and demonstrated ability to troubleshoot
• Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday)
• Basic understanding of ITIL Methodology (not a requirement)

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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