Customer Service Technician 2 - Help Desk Bilingual (Spanish)

Essential Duties and Responsibilities:

- Responsible for responding to telephone calls, emails, and personnel requests for technical support.

- Identify, research, and resolve technical problems.

- Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.

- Provide hardware support of laptops such as installing replacement hardware or upgrading hardware.

- Support software/hardware on equipment such as; scanners, copiers, printers, monitors, and other peripherals.

- Assign username, password.

and access right permissions for multiple proprietary applications, as well as client software.

Job-Specific Essential Duties and Responsibilities:

- Responsible for responding to telephone calls, email and personnel requests for technical support.

- Identify, research and resolve technical problems.

- Document, track and monitor problems to ensure timely resolution.

- Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.

- Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.

- Correct application issues, solve network and security problems and identify common PC software and hardware problems.

- Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware.

- Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.

- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software

Job-Specific Minimum Requirements:

- Must have a minimum of 6 months' of production experience in the BOSC program.

- Must be Bilingual (Spanish)

- Diagnose, resolve, and follow up on issues relating to various user concerns

- Provide remote support and resolve issues for users whom may be at remote offices or home office users

- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository

- Assist in troubleshooting advanced technical issues within the network and telecommunications environments

- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment

- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations

- Identify areas deserving attention in the technical support environment, and consult with management

- Ensure tickets are accurately documented and resolved in a timely manner

- Work within the team framework created by management and work with team members on assigned projects

- Work tasks as assigned which include but not limited to email, chat, ticketing syste...