Bilingual IT Help Desk Customer Service Representative

Immediate need for a talented Bilingual IT Help Desk Customer Service Representative. This is a 12+ Months Contract opportunity with long-term potential and is located in Tampa, FL(Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID:24-22040

Pay Range: $20 - $23/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• 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 Client ticket system (Client) 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.

Key Requirements and Technology Experience:

• Multi-Lingual effective and fluent communication in English and Spanish.
• Minimum High School Diploma; preferred Bachelor s Degree.
• Basic understanding of ITIL Framework and IT Service Management.
• Excellent Customer service skills.
• Ability to diagnose and troubleshoot complex problems and work to a resolution.
• Ability to explain technical information to End Users with effective verbal and written communication.
• Ability to troubleshoot basic hardware issues, peripherals and other devices.
• Ability to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
• Basic Knowledge of Microsoft Windows, Office 365, Outlook and hardware/iPad support.
• Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and Client etc.).
• Some knowledge and experience using Apple products and technologies, including iPhone and iPad devices.
• Experience with Application Support preferred.
• Highly effective Team player:
• Openly and willingly shares ideas, knowledge, and expertise.
• Communicates constructively.
• Willingness to learn new skills and be open to consider different ideas and alternatives.
• In addition, candidates must:
• Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday)
• Expect to work on Company Holidays as needed.

Our client is a leading Pharmaceutical Industry and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.