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Bilingual IT Support Specialist

2 months ago

Tampa, Florida, United States MassGenics Full time

MassGenics is seeking a skilled Bilingual IT Help Desk Customer Service Representative to enhance our support team.

This full-time contract role is integral to providing exceptional IT assistance to our employees and partners.

Key Responsibilities:

  • Manage incoming requests through various channels (calls, chats, tickets) and ensure appropriate routing to relevant support teams.
  • Create and maintain detailed records of all interactions in the ticketing system.
  • Troubleshoot and resolve issues or escalate to advanced support teams as necessary.
  • Investigate and address complex application and business process challenges, while identifying recurring issues.
  • Provide timely updates and follow-ups to users regarding their inquiries, ensuring adherence to service level agreements.
  • Utilize the Knowledgebase to resolve inquiries and contribute to the creation of informative articles.
  • Engage in application testing, upgrades, and internal projects as needed.
  • Adhere to all established Service Desk protocols and procedures.
  • Promote quality and process enhancements to improve service delivery.

Essential Qualifications:

  • Bilingual proficiency in English and Spanish.
  • At least 2 years of experience in IT Help Desk support.
  • Familiarity with call center operations and ticketing systems such as ServiceNow.
  • Experience with Windows operating systems.
  • Availability to work flexible hours between 7 am and 7 pm, Monday to Friday.
  • A Bachelor's degree is preferred, but relevant experience with a High School Diploma will be considered.

Desired Skills:

  • Strong communication abilities in both English and Spanish.
  • Basic understanding of ITIL Framework and IT Service Management.
  • Excellent customer service skills.
  • Proficient in diagnosing and troubleshooting intricate issues.
  • Capability to convey technical information clearly to users.
  • Basic hardware troubleshooting experience.
  • Previous experience in a technical support or Service Desk setting is advantageous.
  • Familiarity with Apple products is a plus.
  • Experience in Application Support is beneficial.
  • Ability to collaborate effectively within a team and share knowledge.

Additional Considerations:

  • Flexibility in working hours between 7 am and 7 pm, Monday to Friday.
  • Willingness to work on company holidays when required.

About MassGenics:

MassGenics is dedicated to fostering a diverse and inclusive work environment. We are committed to providing equal employment opportunities and a workplace free from discrimination. If you are enthusiastic about IT support and customer service, this position may be an excellent fit for you.