Bilingual IT Help Desk Customer Service Representative

Provide first-level technical and application support to Field and Scientific teams, handling inquiries in English and Spanish through phone, chat, and ticketing.

Responsibilities

• Answer incoming calls and route/redirect calls or tickets to the appropriate support group when needed, while setting clear expectations for end user follow-up during the initial interaction.
• Support end users through chat, handling requests in line with department SLA.
• Review the daily open ticket queue and follow up with end users to provide status update requests consistent with queue guidelines.
• Use the Knowledgebase to resolve end user questions, and draft Knowledgebase articles to close knowledge gaps.
• Create and maintain tickets, documenting all troubleshooting and support activities in ServiceNow.
• Troubleshoot reported application and technical issues to support first-level resolution where possible.
• Escalate complex problems or unresolved issues to the next level of support.

Requirements

• Bilingual English/Spanish: must be able to speak, read, and write fluently.
• Customer service skills with an emphasis on rapport and relationship-building with end users.
• Experience in a call center environment and familiarity with ticket system software (including Remedy and ServiceNow, and Salesforce).
• Experience supporting applications on the Windows operating system.
• Experience supporting web-based applications.
• Strong analytical skills and demonstrated ability to troubleshoot.
• Schedule flexibility for any shift between 7:00 AM and 7:00 PM, Monday to Friday.
• Basic understanding of ITIL methodology (not required).

Technologies

• ServiceNow
• Remedy
• Salesforce
• Knowledgebase
• Windows
• Web-based applications
• ITIL

Job Details

• Location: Tampa, FL (onsite)
• Minimum experience: 2 years