Bilingual IT Help Desk Customer Service Representative

Orion Innovation; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Orion Innovation in Tampa, FL is seeking a Bilingual IT Help Desk Customer Service Representative to provide level-1 technical and application support to employees across the Field and Scientific divisions.

Responsibilities include handling calls and chats, documenting incidents in ServiceNow, and striving for first contact resolution while delivering excellent customer service. Fluency in English and Spanish is required.

Qualifications

• Minimum of 2 years Help Desk experience.
• Bilingual in English and Spanish.
• Experience with call center telephony and ticketing systems.
• Experience supporting Windows operating systems.
• Experience supporting web-based applications.
• Strong analytical and troubleshooting skills.
• Flexibility for working hours (7am–7pm, Mon-Fri).

Responsibilities

• Answer incoming calls and redirect as needed to the appropriate support groups.
• Handle incoming chats within the department SLA.
• Provide follow-up updates to end users on open tickets.
• Utilize Knowledgebase and contribute draft articles to address gaps.
• Create tickets and document activities in ServiceNow.
• Escalate complex issues to higher support levels.

Skills

Bilingual English/Spanish

Windows OS

Web-based applications

Analytical skills

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. **
• 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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