IT Help Desk Coordinator (Bilingual)

Duties & Responsibilities

• Provide Technical Support and Customer Service support to an end-user community supporting all applications, software and processes utilized by our clients.
• Address incidents and respond to users in accordance with agreed-upon procedures and Service Levels.
• Interface with multiple levels of users, customers, supervisors, and management staff.
• Receive client queries from multiple customers via phone, chat, e-mail or via web-enabled access.
• Log incidents and service requests into the ticket-tracking system.
• Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket-tracking system.
• Provide troubleshooting and resolution via phone, chat, e-mail or remote connectivity tools (when applicable).
• Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e-mail regarding customer specific systems and criteria.
• Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
• Track the incident or service request activity to maximize timely completion.
• Follow-up with clients to ascertain job satisfaction verbally or through e-mail.
• Train new Help Desk Coordinators when needed.
• Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request.
• Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management.
• Perform routine tasks and new assignments as assigned by the Contract Team Leads, Call Center Supervisors, or management.
• Adhere to all customer, company, and departmental policies.

Requirements

• Proficient experience using Windows 7, 8, 10 and Microsoft Office products.
• Proficient experience using & configuring web browsers and managing browser plug-ins.
• Ability to pass employment background check and drug-screening.
• Ability to pass Level 2 background check.
• Bilingual in English and Spanish.
• 1+ year of prior Call Center/Help Desk experience.
• 1+ year of prior PC technical experience and/or training.
• Able to type 45 WPM (test yourself at typingtest.com).