Spanish Helpdesk Agent

Founded in 1979, Alphanumeric employs more than 675 full-time employees worldwide and provides a range of services designed to help customers enhance productivity and maximize resources. In its three decades, Alphanumeric has positioned itself as a symbol of stability in a rapidly-changing marketplace. We are now looking for a Spanish Helpdesk Agent to provide troubleshooting support for one of our main clients in the healthcare industry.

• Provide Help Desk support to external customers and users
• Receive, document and track all incoming customer/user calls for immediate remedy and closure
• Utilize computer and database information to update incident status
• Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

KEY RESPONSIBILITIES
• Provide timely customer service support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot and solve hardware and software issues quickly
• Provide support and instruction for client products
• Unlock and reset passwords for user accounts
• Ability to have flexible schedule to assist in responding to emergency support issues and situations
• Other duties as assigned

REQUIRED SKILLS / EXPERIENCE / EDUCATION
• Excellent written and oral English
• Native fluency in Spanish / the designated language(s)
• Motivated self-starter, proactive with an initiative to work and learn

Required Education and Experience:
• Higher education degrees highly preferred and a minimum of 6 months previous service desk experience in a call center environment preferred and/or any equivalent combination of education and customer service experience.

Required Technical Skills:
• Proficient in troubleshooting Windows Operating Systems and MS Office Suite applications
• Computer keyboarding, multiple monitor and touchpad skills
• Solid understanding of various software and hardware

We offer the opportunity to build a strong career in an American multi-national company.

• Attractive salary
• Shifts from Monday to Friday
• Ticket restaurant
• Internet allowance
• Work from home program
• Private health insurance