Remote Bilingual Tier 1 Support Analyst (English/Spanish)

VITG; United States; On-site; USD 27,552 - 34,440; Part time

Job summary

VITG is looking for a bilingual (English/Spanish) part-time Tier 1 Customer Support Analyst. The role involves providing high-quality technical support, resolving inquiries regarding system access and functionality, and ensuring timely communication of service status. Candidates must have a Bachelor's degree or equivalent experience, reside in the U.S., and possess excellent communication skills. The position offers flexibility with part-time hours and the potential for remote work. Applicants need to meet federal clearance requirements.

Qualifications

• Ability to obtain a U.S. Federal Position of Trust clearance.
• Must reside in and be able to perform work in the United States.
• One or more years of proven experience in an IT service desk or customer service environment.

Responsibilities

• Provide administrative and technical support for the client Technical Help Desk.
• Resolve incoming support requests and inquiries from customers.
• Adhere to established Help Desk workflows for triage and escalation.
• Track incoming support requests using ServiceNow.

Skills

Bilingual (English/Spanish)

Excellent verbal and written communication skills

Experience with Help Desk ticketing systems

ServiceNow knowledge

Experience with cloud-based Call Center Software

Knowledge of Agile methodologies

Experience with Atlassian tools like JIRA and Confluence

Education

Bachelor's Degree or 2 years' equivalent experience

Tools

ServiceNow

Amazon Connect

JIRA

Confluence

Job description

VITG is looking for a bilingual (English/Spanish) part-time Tier 1 Customer Support Analyst. The role involves providing high-quality technical support, resolving inquiries regarding system access and functionality, and ensuring timely communication of service status. Candidates must have a Bachelor's degree or equivalent experience, reside in the U.S., and possess excellent communication skills. The position offers flexibility with part-time hours and the potential for remote work. Applicants need to meet federal clearance requirements.