28 Bilingual IT Help Desk Customer Service Representative Jobs in Tampa, FL
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Bilingual IT Help Desk Customer Service Representative
$50k-62k (estimate)
Full Time
3 Days Ago
Cynet Systems is Hiring a Bilingual IT Help Desk Customer Service Representative Near Tampa, FL
Job Description:
Must Have:
Must Have:
- Minimum of 2 years IT Help Desk experience.
- Experience with call center telephony and ticket system software such as ServiceNow.
- Experience supporting applications running on Windows operating system.
- Bachelor s degree preferred but HS Diploma with equivalent experience will be considered.
- As a member of the Specialty Service Desk, candidate will be responsible for delivering world class IT support to company employees and partners in the Field and Scientific divisions.
- This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web).
- This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents.
- Candidate must be able to demonstrate candidate willingness to research more complex issues and bridge knowledge gaps.
- Handle incoming inquiries (calls, chats, tickets) and redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
- Create tickets and document all activities in company ticket system (ServiceNow) in line with our quality standards.
- Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
- Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable.
- Provide follow-up and status update inquiries to End Users on candidate open ticket queue and ensure every effort is made to meet SLA s.
- Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
- Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
- Adhere to all Service Desk processes and procedures.
- Drive quality, process improvement and innovation to optimize service delivery.
- Minimum High School Diploma; preferred Bachelor s Degree.
- Basic understanding of ITIL Framework and IT Service Management.
- Excellent Customer service skills.
- Ability to diagnose and troubleshoot complex problems and work to a resolution.
- Ability to explain technical information to End Users with effective verbal and written communication.
- Ability to troubleshoot basic hardware issues, peripherals and other devices.
- Ability to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
- Basic Knowledge of Microsoft Windows, Office 365, Outlook and hardware/iPad support.
- Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.).
- Some knowledge and experience using Apple products and technologies, including iPhone and iPad devices.
- Experience with Application Support preferred.
- Highly effective Team player.
- Openly and willingly shares ideas, knowledge, and expertise.
- Communicates constructively.
- Willingness to learn new skills and be open to consider different ideas and alternatives.
- Expect to work on Company Holidays as needed.
Job Summary
JOB TYPE
Full Time
SALARY
$50k-62k (estimate)
POST DATE
06/30/2024
EXPIRATION DATE
07/15/2024
WEBSITE
cynetsystems.com
HEADQUARTERS
ARCOLA, VA
SIZE
500 - 1,000
FOUNDED
2010
CEO
ASHWANI MAYUR
REVENUE
$50M - $200M
INDUSTRY
IT Outsourcing & Consulting
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