Bilingual IT Help Desk Customer Service Representative

Position Overview: As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical / application support to company employees in the Field and Scientific divisions via phone, ticket or chat inquiries. Responsibilities: 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.

Be part of a company that delivers life-changing healthcare solutions. ECLARO is looking for a Bilingual IT Help Desk Customer Service Representative for our client in Tampa, FL.

ECLARO’s client is a leader in the Biopharmaceutical Industry, providing quality, innovative, and affordable medicines that make a difference in the lives of patients all over the world. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:

• As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical / application support to company employees in the Field and Scientific divisions via phone, ticket or chat inquiries.
• Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution / troubleshooting skills and an ability to provide a high percentage of First Level Resolution.

Responsibilities:

• 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 ticket system (ServiceNow).
• Escalate more complex problems or unresolved issues to next level of support.

Qualifications:

• Bilingual (English / Spanish) - Must be able to speak, read and write fluently.
• Minimum of 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.
• Basic understanding of ITIL Methodology (not a requirement).

If hired, you will enjoy the following ECLARO Benefits:

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

If interested, you may contact:
Paul Quibuyen

Christian.Quibuyen@eclaro.com

646-695-2942
Paul Quibuyen | LinkedIn

Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.