Bilingual Help Desk Specialist, Contact Center Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist the Benefit & Employee Services Team

• Leverage Workday and Zendesk ticketing systems

• Manage myFlexWallet tasks

• Deliver professional and prompt service to both internal and external customers

• Offer navigation and access support for the Workday platform

• Aid in tracking performance metrics and service level agreement statistics for both written and verbal inquiries

• Refer service delivery concerns to on-site Leads and Corporate contacts when necessary

• Engage in continuous functional-area training

• Foster partnerships within the department and across the organization

• Recognize and document opportunities for process improvements, innovations, changes, and automation

• Achieve or surpass performance benchmarks

• Execute additional responsibilities as assigned by the Manager

⛳️ Requirements

• High school diploma is mandatory

• 1–2 years of experience in customer service or a related field and/or training

• Proficiency in written and spoken Spanish is essential

• Must be available to work from 10 am to 7 pm

• Capability to learn basic Employee Self Service functionalities on the Workday platform

• Strong PC skills, including proficiency in Microsoft Office, Outlook, and HRIS

• Effective communication abilities via phone, email, and in-person interactions

• Adaptability and a positive attitude are required

• Ability to work both independently and collaboratively within a team

• Exceptional interpersonal skills and professionalism

• Reliability and commitment to a set schedule, including the possibility of extra hours as needed

• Capacity to thrive in a fast-paced, demanding setting while managing sensitive and confidential matters

• Strong analytical, research, and follow-up skills

• Ability to manage multiple tasks simultaneously

• Bachelor's degree is preferred

🏝️ Benefits

• Culture based on values

• Opportunities for upward mobility

• Professional development options available

• Continuous training provided

• Chances to learn and exchange ideas

• Collaborative and creative environment

• Recognition and rewards for innovative thinking and dedicated effort