IT Help Desk Coordinator, Bilingual

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

📋 Description

• Deliver Tier 1 technical support and customer service for Call Center operations.

• Assist end users with applications, software, processes, and hardware/software issues, as well as browser troubleshooting and customer program inquiries.

• Identify customer requirements, clarify information, investigate issues, and provide solutions or alternatives.

• Manage incidents and respond to users in accordance with established procedures and Service Levels.

• Receive client inquiries via phone, chat, email, or web-enabled access.

• Record incidents and service requests in the ticket-tracking system.

• Gather and document incident details and troubleshooting steps.

• Offer troubleshooting and resolution through phone, chat, email, or remote connectivity tools.

• Resolve incidents promptly or escalate them to the appropriate support staff or service groups.

• Monitor incident and service-request activity to ensure timely resolution.

• Follow up with clients to evaluate job satisfaction.

• Train new Help Desk Coordinators as needed.

• Utilize knowledgebase articles and work instructions to troubleshoot issues; create new articles or work instructions upon request.

• Achieve internal performance targets and customer service-level objectives.

• Execute routine tasks and new assignments as directed by team leads, supervisors, or management.

• Comply with customer, company, and departmental policies.

⛳️ Requirements

• Bilingual in English and Spanish.

• Proficient experience with Windows 7, 8, 10, and Microsoft Office products.

• Proficient in using and configuring web browsers as well as managing browser plug-ins.

• Capability to pass an employment background check and drug screening.

• Ability to successfully complete a Level 2 background check.

• Capacity to work remotely with reliable high-speed internet.

• Dependable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software.

• Headset with a microphone that connects to the computer.

• Quiet, distraction-free environment for taking calls.

• Preferred: 1+ year of prior experience in a Call Center/Help Desk role.

• Preferred: 1+ year of prior PC technical experience and/or training.

• Preferred: Ability to type at least 45 WPM.

• Preferred: CompTIA A+ certification.

• High school diploma or equivalent is required.

🏝️ Benefits

• Temporary position offering full-time hours.

• Remote work arrangement available.

• Flexible hours, which may include weekends, weekdays, or holidays.