- 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 all activities in ticket system (ServiceNow) in line with our quality standards.
- Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
- Research and resolve more complex 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 all Service Desk processes and procedures.
- Drive quality, process improvement and innovation to optimize service delivery.
- .Bilingual (Fluent in English and Spanish). Candidate must be able to speak and write in Spanish.
- Minimum of 2 years IT Help Desk experience.
- Experience with call center telephony and ticket system software such as ServiceNow.
- Experience supporting applications running on Windows operating system.
- Bachelor's degree preferred but HS Diploma with equivalent experience will be considered. Qualified candidates should APPLY NOW for immediate consideration Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
- One of Largest IT Consulting Staffing firms in the USA – Recognized as #4 by Staffing Industry Analysts (SIA 2022)
- ClearlyRated Client Diamond Award Winner
- One of the Largest Certified MBE Companies in the NMSDC Network
- Advanced Tier Services partner with AWS and Gold with MS
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Bilingual IT Help Desk Customer Service Representative - Tampa, United States - MassGenics
Description
Innova Solutions is immediately hiring for a Bilingual IT Help Desk Customer Service Representative
Tittle - Bilingual IT Help Desk Customer Service Representative
Duration -12 MonthsLocation-Tampa, FL (hybrid)
Monday - Friday -7am to 7Pm
Pay Range*: $22- $23 per hour.
As a(n)Bilingual IT Help Desk Customer Service Representative. you will:
Job Description:
The ideal candidate will have:
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.
Thank you
Aritra Roy
PAY RANGE AND BENEFITS:
Pay Range*: $22- $23 per hour.
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:
Website:
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws
