05 Mar
Technical Support Specialist (Bilingual)
Vacancy expired!
- TSO: Basic
- Help Desk Professional: Basic
- Troubleshooting: Basic
- Customer Service/Telephone/Grammar: Advanced
- Database design: Basic
- Microsoft Office: Basic
- PC Anywhere: Basic
- Windows: Basic
- Associate’s degree and one year of IT work-related experience or an equivalent combination of education and experience
- Technical support experience (preferred)
- Working knowledge of the basic hardware and software products, problem-solving, and troubleshooting skills
- Knowledge of the latest technologies obtained by attending training and conferences
- Excellent bilingual comprehension skills; bilingual writing and grammar skills, and ability to translate from Spanish to English and English to Spanish
- Provides basic maintenance and support via telephone and/or e-mail regarding software/hardware products
- generally assists on projects as needed and is typically involved in noncomplex tasks (no real risk, limited in scope, short in duration)
- Troubleshoots basic issues or problems, relying upon scripts and checklists as guides
- provides on-the-spot training to customers when required
- Assists in the development of solutions for customer service improvements
- Identifies client service improvements and success stories to be “marketed” to the organization
- Provides support on all basic client hardware and software products and escalates problems appropriately
- monitors and maintains ownership of work orders to ensure problem resolution
- Participates in the project planning and requirements phase as a team member
- Maintains problem-tracking logs, identifies patterns and communicates the existence of patterns in tracking logs to management
- Contributes to the service-level agreement targets and ensures that requirements are met or exceeded
- Ensures that customer needs are met and escalated appropriately, and all executive management issues are handled as the top priority
- Provides on-the-job training to new employees and mentors them during the training process
- Communicates occasionally with vendors/suppliers, and interacts with clients in a courteous and professional manner to foster customer relations
Vacancy expired!