Technical Support Service Desk Associate

• Respond promptly to all incoming contacts (workflow issues, application errors, access problems, functionality concerns)
• Achieve a high-resolution rate with over 90% of issues being resolvable at first contact
• Provide professional and high-quality customer service through adherence to scripts, workflows and compliance with corporate policies and procedures
• Escalate complex technical and application issues to the appropriate teams when necessary
• Identify areas for improvement in processes, products, or services
• Deliver exceptional customer service to all callers by addressing their needs promptly and effectively
• Monitor and read text on computer screens throughout the entire shift
• Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to10-hour shift
• Maintain a quiet, private workspace equipped with high-speed, wired internet
• Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication

• Strong bilingual skills in both written and spoken English and Spanish
• 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting
• 1 to 3 years of experience in customer problem analysis and resolution
• Strong ability to convey complex technical concepts in a clear and understandable manner to non-technical audiences
• Exceptional organizational skills with a keen attention to detail
• High school diploma or equivalent is required
• Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed

• Experience working in a call center environment
• Commitment to delivering exceptional service in all interactions
• Strong communication and interpersonal skills
• Proficiency in typing and English language skills, both verbal and written
• Demonstrated ability to actively listen, assess caller needs, and take appropriate action
• Proven ability to thrive in a fast-paced environment

Full comprehensive benefits package that starts from your first day of employment