Multilingual Service Desk Agent — Hybrid IT Support

Kemira; Atlanta (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Opportunities for personal and profess

Job summary

Kemira, a global leader in sustainable chemistry, seeks a Service Desk Agent at its Atlanta, GA office. You will provide first-line IT support for end-users, triage incidents, and escalate to second tier as needed, with a focus on timely resolution and user satisfaction in a hybrid work environment.

You should have 2+ years of service desk experience, strong English skills and the ability to communicate in Spanish and/or Portuguese. Join a diverse, customer-focused team and grow with Kemira.

Qualifications

• Minimum 2 years related experience as a Service Desk Agent
• Good English, Spanish and/or Portuguese communication skills, both verbal and written
• Positive customer service attitude

Responsibilities

• Be the first point of contact for internal end-users and outsourcing providers
• Record, analyze, categorize and prioritize incoming tickets
• Provide first line support to end-user with common issues (password changes, VPN problems)
• Perform initial troubleshooting, support and investigate incidents according to impact
• Assign tickets to technical operations or on-site personnel per Incident Management
• Ensure tickets are timely addressed and resolved
• Ensure tickets are processed/escalated within Kemira Global Service Desk targets
• Communicate resolution progress to end-users in a timely manner
• Record user acceptance on provided solution
• Follow end-user care philosophy per IT policy
• Work to meet industry standards in Global Service Desk
• Participate in on-call rotation
• Back-up for back-office service desk agent and on-site technicians

Skills

English & Spanish

Customer service

Positive attitude

Education

Post-secondary education preferred

Job description

Kemira, a global leader in sustainable chemistry, seeks a Service Desk Agent at its Atlanta, GA office. You will provide first-line IT support for end-users, triage incidents, and escalate to second tier as needed, with a focus on timely resolution and user satisfaction in a hybrid work environment.

You should have 2+ years of service desk experience, strong English skills and the ability to communicate in Spanish and/or Portuguese. Join a diverse, customer-focused team and grow with Kemira.