Hybrid Bilingual IT Help Desk Customer Service Representative
Pay Range: $22/hr-$24/hr
Job Description:
As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to Client employees and partners in the Field and Scientific divisions. This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web). This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.
What you get to do every day:
- 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 ( ServiceNow ) 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.
NOTE: Responsibilities of this role are not limited to the details above
Similar Remote Jobs
Hybrid Bilingual IT Help Desk Customer Service Representative
Posted on: 16-07-2024 19:01
Customer Service Representative
Posted on: 16-07-2024 19:01
(Work From Home Jobs Part Time) Walmart Work From Home jobs
Posted on: 16-07-2024 19:01
Kohls Data Entry Remote Jobs - Entry Level /No Experience - Apply Now
Posted on: 16-07-2024 19:01
Data Entry Assistant
Posted on: 16-07-2024 19:01
Data entry remote
Posted on: 16-07-2024 19:01
Amazon Customer Service - Work From Home
Posted on: 16-07-2024 19:01
Virtual Assistant
Posted on: 16-07-2024 19:01
Virtual Assistant
Posted on: 16-07-2024 19:01
Market Research Opportunity for Parents of Teenagers
Posted on: 16-07-2024 19:01
Junior , Data Analyst- Remote
Posted on: 24-01-2025 04:50
Online Hotel Booking Assistant ? Work from Home Made Easy
Posted on: 18-02-2025 03:58
Data Entry Associate
Posted on: 16-07-2024 18:49
Business Development Representative - Sales Associate
Posted on: 04-11-2024 05:37
Remote WFH Full Time Data Entry Clerk - Typing - Part Time Entry Level
Posted on: 07-08-2024 00:00
Work from Home Inbound Customer Service (State of Iowa)
Posted on: 21-02-2025 00:00
Remote Call Center Representative, Education
Posted on: 31-07-2024 19:11
Fully Remote Licensed Insurance Sales Professional
Posted on: 22-08-2024 00:00
Fedex Data Entry Clerk (Entry Level/No Experience)
Posted on: 13-09-2024 00:00
Remote Chat Moderator Roles | Work From Home | Earn $25-$35/hr
Posted on: 11-08-2024 00:00