At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences in the IT industry. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll be at the forefront of this journey, providing top-notch support to our clients and partners across various divisions. If you're passionate about delivering world-class service, bridging knowledge gaps, and driving process improvements, we want to hear from you!

About careerzynith

careerzynith is a leading provider of innovative solutions and services in the IT industry. Our team of experts is dedicated to helping businesses thrive in a rapidly changing world. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences that exceed expectations. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll be part of a dynamic team that's passionate about making a difference.

Key Responsibilities:

As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll be responsible for:

• Handling incoming inquiries (calls, chats, tickets) and/or redirecting inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
• Creating tickets and documenting all activities in careerzynith's ticket system (ServiceNow) in line with our quality standards.
• Performing troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
• Researching and resolving more complex Field/Scientific application and business process issues. Identifying trends where applicable.
• Providing follow-up and status update inquiries to End Users on your open ticket queue and ensuring every effort is made to meet SLAs.
• Utilizing Knowledgebase to address End User inquiries and creating Knowledgebase draft articles to address knowledge gaps.
• Participating in application testing, upgrades, and deployment, and internal Service Desk projects as needed.
• Adhering to all Service Desk processes and procedures.
• Driving quality, process improvement, and innovation to optimize service delivery.

Essential Qualifications:

* 2+ years of experience in a Help Desk or Customer Service role, preferably in the IT industry.

• Strong communication and interpersonal skills, with the ability to interact with clients and colleagues in a professional and courteous manner.
• Proficiency in multiple languages, including English and Spanish (or other languages as required).
• Experience with ticketing systems, such as ServiceNow.
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong attention to detail and organizational skills, with the ability to manage multiple tasks and projects.

Preferred Qualifications:

* Experience in the Field or Scientific divisions, with knowledge of related applications and business processes.

• Certification in ITIL or other customer service frameworks.
• Experience with application testing, upgrades, and deployment.
• Strong knowledge of careerzynith's products and services.
• Experience with knowledge management and documentation.

Skills and Competencies:

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and projects.
• Strong knowledge of IT concepts and terminology.
• Ability to learn and adapt quickly to new technologies and processes.

Career Growth Opportunities and Learning Benefits:

At careerzynith, we're committed to helping our employees grow and develop their careers. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll have access to:

• Ongoing training and development opportunities, including certification programs and workshops.
• Mentorship and coaching from experienced colleagues.
• Opportunities for career advancement and professional growth.
• A dynamic and supportive work environment, with a focus on teamwork and collaboration.

Work Environment and Company Culture:

careerzynith is a remote-friendly company, with a flexible and adaptable work environment. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll have the opportunity to work from home or in our office, depending on your preferences. Our company culture is built on a foundation of:

• Collaboration and teamwork.
• Innovation and creativity.
• Customer satisfaction and excellence.
• Continuous learning and development.
• Diversity and inclusion.

Compensation, Perks, and Benefits:

careerzynith offers a competitive salary and benefits package, including:

• A competitive hourly rate of $22-$24 per hour.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and career growth.

How to Apply:

If you're passionate about delivering exceptional customer experiences and driving process improvements, we want to hear from you! Apply now to become a Hybrid Bilingual IT Help Desk Customer Service Representative at careerzynith. Apply for this job