Hybrid Bilingual IT Help Desk Customer Service Representative

Pay Range: $22/hr-$24/hr Job Description: As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to Client employees and partners in the Field and Scientific divisions. This position is responsible for handling reputed company aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web). This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents. You must be reputed company to demonstrate your willingness to research more reputed company issues and reputed company knowledge gaps. What you get to do every day: - Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction. - Create tickets and document reputed company activities in Client ticket system ( reputed company ) in line with our quality standards. - reputed company troubleshooting to resolve or escalate to... the appropriate Tier 2 teams. - Research and resolve more reputed company Field/Scientific application and business process issues. Identify trends where applicable. - Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA's. - Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps. - Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed. - Adhere to reputed company Service Desk processes and procedures. - Drive quality, process improvement and innovation to optimize service delivery. NOTE: Responsibilities of this role are not limited to the details above Apply Job! For more such jobs please click here!