What are the responsibilities and job description for the IT Helpdesk Analyst – Trilingual (EN/FR/ES) position at Alpha Net Consulting LLC?
About the Role:
We’re looking for a resourceful and technically adept Technical Support Specialist who can confidently assist customers in French, Spanish, and English. You’ll be joining a support team that helps enterprise clients troubleshoot and resolve issues with our software and infrastructure tools.
What You’ll Do:
- Diagnose and resolve Level 1 and 2 technical issues
- Communicate with customers across providing support via email, phone, and live chat — switching between French, Spanish, and English with ease
- Log, track, and escalate tickets using tools like Zendesk, Jira, or Freshdesk, ensuring clear documentation of symptoms, steps taken, and outcomes.
- Collaborate with engineers and product teams to report bugs, test fixes, and influence product improvements based on multilingual customer feedback.
- Stay up to date on product releases and internal tools, actively participating in team standups, retrospectives, and internal training.
About You:
- Fluent in French, Spanish, and English — both written and spoken. (You’ll be switching between these languages daily.)
- 2 years of experience in technical support, IT helpdesk, or a similar client-facing tech role.
- Comfortable reading logs, interpreting error messages, and walking users through technical workflows.
- You’re good under pressure — calm, empathetic, and able to explain complex solutions to non-technical users.
- Experience with ticketing systems and remote support tools.
Job Type: Contract
Pay: $19.00 - $20.50 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Commute:
- Austin, TX 78705 (Required)
Work Location: In person
Salary : $19 - $21
