Bilingual Help Desk Representative

CornerStone Staffing is hiring a Bilingual Help Desk Representative to work onsite in Southlake, Texas. The role centers on delivering English and Spanish technical support and account assistance, performing first‑level troubleshooting to resolve issues or escalate when needed. The position carries an hourly rate of USD 20 - 22 and requires at least one year of relevant experience.

Below is a structured overview of the role, including key responsibilities, requirements, technologies used, and practical details.

Responsibilities

• Handle inbound customer calls and emails in both English and Spanish, delivering excellent customer service and technical support
• Troubleshoot common technical issues, identify root causes, and resolve or escalate as appropriate
• Assist customers with account inquiries, policy-related questions, and service requests
• Document customer interactions, troubleshooting steps, and resolutions accurately within company systems
• Collaborate with internal departments to ensure timely issue resolution and a seamless customer experience
• Meet quality, productivity, and customer satisfaction goals while maintaining professionalism on every interaction

Requirements

• Bilingual in English and Spanish (verbal and written communication)
• 2+ years of call center or contact center customer service experience
• 1+ year of technical support, IT help desk, or troubleshooting experience
• Strong problem-solving skills with the ability to explain technical concepts to non-technical customers
• Excellent communication, active listening, and customer service skills
• Strong attention to detail with accurate documentation and data entry skills
• Proficiency with Microsoft Office Suite and CRM, ticketing, or customer management systems
• Ability to complete in-person training and work onsite full-time

Technologies

• Microsoft Excel
• Microsoft Word
• Outlook
• CRM or customer management systems
• Help desk or ticketing systems
• Multi-line phone systems and call management software

Details

Location: Southlake, TX (onsite)

Salary: USD 20 - 22 per hour

Minimum Experience: 1 year