IT Help Desk Coordinator (Bilingual)

** SEEKING BILINGUAL, TEMPORARY HELP DESK COORDINATORS **

TelaForce, a Titan Technologies company, is seeking *temporary* bilingual Help Desk Coordinators to provide Tier 1 Technical Support and Customer Service Support in support of our Call Center operations. In this exciting role, you will support a variety of users and must demonstrate abilities required for excellent Help Desk support including impeccable customer service skills, technical savviness and a strong aptitude for multitasking. Candidates must be willing to work flexible hours that may include weekends (8:00 am-4:30 pm CT), weekdays (6:00 am-8:00 pm CT) or holidays (as needed). This is a temporary position with full-time hours. All candidates must have the ability to work remotely so you must have dependable high-speed internet, a reliable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software, a headset with microphone that will connect to your computer, and a quiet area free from distractions where you can take calls.

Duties & Responsibilities:

Under general supervision, you will provide Technical Support and Customer Service support to an end-user community supporting all applications, software and processes utilized by our clients. This includes but is not limited to hardware/software issues, browser troubleshooting and navigation, and answering customer program questions. You will provide support to identify customer needs, clarify information, research and provide solutions and/or alternatives to customer issues. All Help Desk Coordinators will address incidents and respond to users in accordance with agreed-upon procedures and Service Levels. You will interface with multiple levels of users, customers, supervisors, and management staff.

• Receive client queries from multiple customers via phone, chat, e-mail or via web-enabled access.
• Log incidents and service requests into the ticket-tracking system.
• Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket-tracking system.
• Provide troubleshooting and resolution via phone, chat, e-mail or remote connectivity tools (when applicable).
• Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e-mail regarding customer specific systems and criteria.
• Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
• Track the incident or service request activity to maximize timely completion.
• Follow-up with clients to ascertain job satisfaction verbally or through e-mail.
• Train new Help Desk Coordinators when needed.
• Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request.
• Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management.
• Perform routine tasks and new assignments as assigned by the Contract Team Leads, Call Center Supervisors, or management.
• Adhere to all customer, company, and departmental policies.

Required:

• Proficient experience using Windows 7, 8, 10 and Microsoft Office products
• Proficient experience using & configuring web browsers and managing browser plug-ins
• Ability to pass employment background check and drug-screening
• Ability to pass Level 2 background check
• Bilingual in English and Spanish

Preferred:

• 1+ year of prior Call Center/Help Desk experience
• 1+ year of prior PC technical experience and/or training
• Ability to type 45 WPM (test yourself at typingtest.com)

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service Disabled Veteran Owned Business.