*****BILINGUAL (SPANISH/ENGLISH) SERVICE DESK AGENT*****
Required Fluency: Verbal/Written
Hours: 11AM - 8PM Monday - Friday
No OT expected for this position
The Bilingual IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware and infrastructure via a contact center based in the Corning Valley (USA). The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
Daily tasks include (but are not limited to):
Additional responsibilities may include:
Performance is measured on a variety of key performance indicators, including First Call Resolve, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts. The Bilingual IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
**IMPORTANT** This role interacts daily with production/manufacturing related issues/requests in various company plants in Mexico.
**NOTE** The primary role of the Bilingual IT Service Desk Agent is to restore service, NOT root cause analysis.
**NOTE** While this is an entry level position, the candidate’s progress will be evaluated and they may be considered for future development opportunities within the Service Line and/or other organizations.
Candidate Must Have: Strong technical skills, customer service background, excellent communication skills, and the ability to multitask.