Bilingual IT Help Desk Customer Service Representative

Overview

Bilingual IT Help Desk Customer Service Representative – Tampa, FL. Part of ECLARO’s client team in the Biopharmaceutical Industry, delivering life-changing healthcare solutions. This role supports employees in the Field and Scientific divisions via phone, ticket, or chat inquiries.

• Accept incoming calls, redirect calls/tickets to appropriate support groups for resolution, and set end user expectations for follow-up during the initial interaction.
• Handle incoming chats within department SLA.
• Provide follow-up and status update inquiries to end users on the daily open ticket queue.
• Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Create tickets and document all activities in the ticket system (Service Now).
• Escalate more complex problems or unresolved issues to the next level of support.

• Bilingual (English / Spanish); able to speak, read, and write in both languages.
• Minimum of 2 years Help Desk experience.
• Excellent customer service skills.
• Experience with call center telephony and ticket system software (Remedy, Service Now, Salesforce).
• Experience supporting applications running on Windows operating system and web-based applications.
• Strong analytical skills and demonstrated ability to troubleshoot.
• Basic understanding of ITIL Methodology (not a requirement).

$24.00/hr - $25.00/hr

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

Paul Quibuyen

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Equal Opportunity

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ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.