Job Description :
Bilingual Help Desk Support (Spanish )
Long-Term
Southfield, MI
Job Description:
Skills Required: Resolve Technical problems, handle complaints, troubleshoot problems and provide information. They must provide expertise, advice and advance knowledge, including in-depth problem solving to callers to help diagnose and resolve their computer, application or system equipment issue.
Excellent communication and written skills.
Ability to convey information clearly and effectively.
Strong troubleshooting and critical thinking skills.
Effectively deal with job stress, anxious callers, and upset customers.
Provide customer satisfaction to both internal and external customers
Strives to continuously improve service delivery.
Perform customer verification.
Must be able to diagnose customer problems by asking accurate, concise questions in a professional and timely manner.
Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
Utilize the Service Desk software to open, track, close and route issues/requests; and document resolution.
Identify and escalate situations regarding urgent matters or priorities.
Record details of inquiries, comments and complaints.
Follow up on customer interactions
Other duties as assigned.
Experience Level:
High School Diploma.
Must possess 2 or more years of Help Desk or Call Center experience in problem management system such as Resolve, Remedy and/or Track It.
Ability to utilize PC keyboard efficiently and accurately. Proficient data entry skills.
Proficient in Microsoft Office (Word, Excel, etc.
Knowledge of call center telephony and technology.