ID
#44578709
Job type
Contract
Salary
TBD
Source
TSR Consulting Services, Inc.
Date
2022-08-03
Deadline
2022-10-02

Bilingual IT Help Desk Customer Service Representative

Florida, Tampa bay area, 33634

Contract

Vacancy expired!

Our client, a leading pharmaceutical company, is hiring a Bilingual IT Help Desk Customer Service Representative on a contract basis.

Work Location Tampa, FL/Hybrid
Summary • Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction. • Handle incoming chats within department SLA. • Provide follow-up and status update inquiries to end users on your daily open ticket queue guideline. • Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps. • Create tickets and document all activities in client ticket system (ServiceNow). • Escalate more complex problems or unresolved issues to next level of support.

NOTE: Responsibilities of this role are not limited to the details above.

Qualifications:

• Bilingual (English/French) • 2 years Help Desk experience • Excellent Customer Service skills • Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce) • Experience supporting applications running on Windows operating system • Experience supporting web based applications • Strong analytical skills and demonstrated ability to troubleshoot • Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday) • Must be able to work remotely at least 50% of the time • Basic understanding of ITIL Methodology (not a requirement)

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