Bilingual Technical Support Analysts - English/Spanish

Kelly IT is hiring Technical Support Analysts for a 3-month potential temp-to-hire based on performance after 120 days project for our client in the Insurance Industry. For consideration, please email your updated resume to the recruiter at and reference Job ID 3599921. Length: 3-Month - Potential temp-to-hire based on performance after 120 days Location: Addison, TX Rate: $20/hr on W2. NO C2C, at this time we are not in the position to offer any type of sponsorships or VISA transfers for this position. This position will work remotely temporarily due to COVID 19:

• Normally, this is an on-site position and will return to working at our local office
• While working remotely, you are required to have internet services with a minimum internet speed of 15 Mbps on the download side and a minimum of 3 Mbps on the upload side. You can test your internet speed at www.speedtest.net or by contacting your service provider.

• Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
• Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
• Provide excellent customer service and ownership of technical support issues.
• Work well in a high energy, dynamic, and collaborative environment.
• Provide appropriate responses and expectations in a timely and efficient manner.
• Work as the customer's advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
• Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.

• Bilingual in English and Spanish
• 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
• Strong experience and working knowledge in one or more of the following technical specialty areas:
• PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
• Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
• Smart Home: devices such as assistants, smart lights, smart TV's, thermostats, door locks, wearable technologies and other home-automation systems.
• High school diploma or GED (post-secondary education preferred).
• Must be able to type 30-40 WP

• Bachelor's degree preferred; Associates degree a plus.
• 1 year of experience in technical support role.
• Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
• Experience working within a support organization providing phone/chat/email based support to customers.
• Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
• Excellent verbal and written communication and interpersonal skills.
• Experience in writing technical documentation for inclusion in a Knowledge Base.
• Experience with providing training and coaching, either to customers or to internal colleagues.