ASC CIC Analyst (bi-lingual (French, Spanish, Portuguese)

Location: San Antonio, TX | Duration: 12 months | Hours: 40/week, 1st shift (9:30 AM – 6:30 PM, Monday–Friday)

Employment type: W2 contract (US citizens or Green Card holders only)

About the role

Receive and respond to inbound inquiries and communications from internal client customers regarding matters in the Americas. Help process routing activities in the human capital management system to ensure efficient and effective delivery of services supporting the Americas.

Responsibilities

• Process inbound Tier 1 Associate Service Center (ASC) interactions from customers via both phone and email, including general inquiries, feedback, or notification of incidents, using resource guides and knowledge base articles to provide appropriate responses.
• Use computerized systems for tracking, information gathering, and troubleshooting.
• Respond to inquiries and resolve problems of basic to moderate complexity.
• Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC.
• Actively redirect customers to self-service options, teaching them how to use direct access tools and the knowledge management portal.
• Perform proactive outbound follow-up communications as necessary.
• Execute tasks in accordance with standard operating procedures, including data entry transactions in Workday or other systems.
• Build customer relationships throughout the operations supported by the Americas ASC.
• Provide 100% phone and email customer service support for 8–9 hours per day.

Requirements

• High School Diploma or equivalent.
• Must be available to work between 6:00 AM – 6:30 PM, Monday–Friday, 9-hour shifts (including 1 hour for lunch).
• Must be proficient in English; bilingual fluency in Portuguese is required; fluency in French or Spanish is a plus.
• Minimum of 1–2 years of related experience in a Customer Service or Shared Services environment.
• Basic computer proficiency and experience with Microsoft Office Suite (Word and Excel).
• Demonstrated remote/virtual phone or onsite customer service support skills.
• Experience using a case management system, knowledge portal, and navigating an HRIS/ERP software system such as Taleo, PeopleSoft, or SAP.
• Ability to resolve routine problems and questions independently.
• Excellent oral and written communication skills, including the ability to independently compose routine written communications.
• Strong attention to detail and effective time management.
• Ability to work in a fast-paced team environment and learn quickly.
• Multi-tasking capabilities to manage several case loads.
• Occasional overtime may be required on an as-needed basis.