Bilingual Help Desk Agent
The Waters Organization has been hired to recruit a Tier 1 Support Agent. This privately held company provides a Software-as-a-Service (SAAS) platform.
• Provide first level Software and Hardware Support.
• Handle requests from initial customer contact through resolution.
• Manage 30 to 50 contacts per day through telephone calls, chat and e-mail.
• Handle requests in a timely manner. Escalate issues to the appropriate individual.
• Collaborate with the team and recommend ideas to improve the customer experience.
• Participate in the On-Call Rotation.
Required Skills and Experience
• Excellent Customer Service Skills and excellent Telephone Presence
• Excellent Analytical and Problem Solving Skills
• Basic Computer and Network Troubleshooting Skills
• Strong Verbal and Written Communication Skills
Preferred Skills and Experience
• 2 or 4-year college degree
• Speak Fluent Spanish
• Intermediate Knowledge of the Microsoft Suite of products
• 2 – 4 years of experience in a call center environment supporting hardware and software inquiries for clients and end users.