Hybrid Bilingual IT Help Desk Customer Service Representative - Delivering Exceptional Support to Global Field and Scientific Divisions

Join Our Team: Revolutionizing IT Support for a Global Client Base

Are you a bilingual IT professional with a passion for delivering world-class customer service? Do you thrive in a fast-paced, dynamic environment where no two challenges are the same? Our Specialty Service Desk team is seeking a highly skilled and motivated Hybrid Bilingual IT Help Desk Customer Service Representative to provide top-notch support to our Client's employees and partners across the globe.

About Our Company and the Role

Our company is at the forefront of delivering cutting-edge IT solutions to clients worldwide. As a key member of our Specialty Service Desk, you will play a vital role in ensuring seamless IT operations for our Client's Field and Scientific divisions. This is an exciting opportunity to be part of a team that is dedicated to providing exceptional customer experiences and driving innovation in the IT support landscape.

Key Responsibilities: Delivering Exceptional IT Support

As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will be the primary point of contact for our Client's employees and partners, providing timely and effective support across multiple channels. Your key responsibilities will include:

• Handling incoming inquiries via calls, chats, and tickets, and redirecting them to appropriate support groups when necessary, while setting clear expectations with End Users during the initial interaction.
• Creating tickets and documenting all activities in our Client's ticket system (ServiceNow) to ensure accurate tracking and follow-up.
• Performing thorough troubleshooting to resolve or escalate issues to Tier 2 teams, ensuring timely resolution and minimizing downtime.
• Researching and resolving complex Field/Scientific application and business process issues, identifying trends and areas for improvement.
• Providing regular follow-up and status updates to End Users on open tickets, ensuring that SLAs are met and exceeded.
• Utilizing our Knowledgebase to address End User inquiries and creating draft articles to address knowledge gaps and improve overall support efficiency.
• Participating in application testing, upgrades, and deployment, as well as internal Service Desk projects, to drive continuous improvement.
• Adhering to all Service Desk processes and procedures, ensuring that our high standards are maintained.
• Driving quality, process improvement, and innovation to optimize service delivery and exceed customer expectations.

While the above responsibilities provide a comprehensive overview of the role, we are looking for a flexible and adaptable individual who can go above and beyond to deliver exceptional results.

Essential and Preferred Qualifications

Essential Qualifications:

• Bilingual (fluent in two languages, with English being one of them) with excellent communication and interpersonal skills.
• 2+ years of experience in an IT help desk or customer service environment, preferably in a global or multicultural setting.
• Strong technical skills, with experience in troubleshooting and resolving IT-related issues.
• Familiarity with IT service management tools, such as ServiceNow.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.

Preferred Qualifications:

• Experience working in a hybrid environment, with flexibility to work from home or in an office setting.
• Knowledge of Field/Scientific applications and business processes.
• ITIL Foundation certification or similar IT service management training.
• Experience with Knowledgebase management and creation of knowledge articles.
• Strong analytical and problem-solving skills, with the ability to identify trends and areas for improvement.

Skills and Competencies Required for Success

To excel in this role, you will need to possess a unique blend of technical, business, and interpersonal skills. Some of the key skills and competencies required include:

• Excellent communication and customer service skills, with the ability to work with diverse stakeholders.
• Strong technical troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team, with a collaborative mindset.
• Adaptability and flexibility, with a willingness to learn and evolve in a rapidly changing environment.
• Strong analytical and critical thinking skills, with the ability to identify trends and areas for improvement.

Career Growth Opportunities and Learning Benefits

Joining our team offers a wealth of opportunities for career growth and professional development. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will have access to:

• Ongoing training and development programs to enhance your technical and business skills.
• Opportunities to work on complex and challenging projects, driving innovation and improvement.
• Career progression opportunities within the Specialty Service Desk team or across other areas of the organization.
• A collaborative and dynamic work environment that encourages knowledge sharing and teamwork.

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, teamwork, and customer-centricity. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will be part of a global team that is passionate about delivering exceptional IT support and driving business success. Our work environment is dynamic, flexible, and inclusive, with opportunities to work from home or in an office setting.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a pay range of $22-$24 per hour, depending on experience. Our benefits package includes a range of perks and benefits designed to support your well-being and career growth, such as:

• Comprehensive health and wellness programs.
• Opportunities for career development and professional growth.
• Flexible work arrangements, including hybrid work options.
• Access to cutting-edge technology and tools.

Join Our Team: Apply Now!

If you are a motivated and bilingual IT professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you will be part of a dynamic team that is shaping the future of IT support. Don't miss this chance to join our team and take your career to the next level!