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in Tampa, FL
Technical Support Agent-Bilingual
•30 days ago
Hours | Full-time |
---|---|
Location | 4508 Woodland Corporate Blvd Tampa, Florida |
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
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