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About this job

Position: Bi-Lingual Technical Support Representative (Tier 1/IT Help Desk) - Call Center

Location: CGS 4508 Woodland Corporate Blvd. Tampa, FL 33614

Position Overview:

Respond to customer's requests for IT technical services, answering questions on the function and use of products within a call center environment. This is a call center, IT help desk position. To be considered, you must have strong technical knowledge of PCs along with critical thinking and troubleshooting skills.

  • This position is full-time, 5 days per week. Shifts are set but are subject to change based on department needs.

Essential Functions:

  • Screen and handle calls as appropriate.
  • Type and enter information into a database while a customer is speaking.
  • Recognize research, isolate and resolve information system problems.
  • Apply understanding and knowledge of information systems products and services to assist customers on technical matters.
  • Recognize customer's problems that should be escalated to the next level for resolution following established protocols.
  • Be knowledgeable of resource materials to provide information on client inquires.
  • Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers.
  • Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.
  • Use courtesy, tact and discretion in all communications with customers
  • Speaks positively about systems, products, services, company, community and staff.
  • Maintain appropriate records and prepare reports as required.
  • Performs other duties and tasks as assigned by the Team Lead.

Personal Skills and Knowledge:

  • High School Diploma or the equivalent.
  • Experience working in technical support and/or education in IT.
  • Experience using and supporting: Microsoft Windows 7, Windows 10, Microsoft Office 2010 - 2016, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN and antivirus.
  • Experience troubleshooting wireless connections.
  • Advance knowledge of Networking.
  • Ability to utilize various databases consecutively with good typing skills.
  • A+, Net+, or Help Desk Tech Certification a plus, but not required.
  • 1-3 years of customer service experience, preferred.
  • Call center experience, a plus.
  • Must be able to speak both Spanish and English.

We offer a benefits package including health, dental, vision, life insurance, accrued PTO and matching 401k.

EEO/AA Employer/Male/Female/Vet/Disabled