Note: The job is a remote job and is open to candidates in USA. Maximus is hiring a bilingual Spanish Customer Service Technician 2 to provide remote help desk and technical support. The role involves diagnosing and resolving user, application, networking, hardware, software, and telecommunications issues; documenting tickets; supporting remote users; and escalating unresolved requests according to established procedures.
Responsibilities
- Responsible for responding to telephone calls, email and personnel requests for technical support
- Identify, research and resolve technical problems
- Document, track and monitor problems to ensure timely resolution
- Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues
- Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems
- Correct application issues, solve network and security problems and identify common PC software and hardware problems
- Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware
- Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals
- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software
- Diagnose, resolve, and follow up on issues relating to various user concerns
- Provide remote support and resolve issues for users whom may be at remote offices or home office users
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments
- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
- Identify areas deserving attention in the technical support environment, and consult with management
- Ensure tickets are accurately documented and resolved in a timely manner
- Work within the team framework created by management and work with team members on assigned projects
- Work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues
- Handles customer support requests that cannot be solved by Tier 1
- Forward support requests not resolved by Tier 2 as required by following established procedures
Skills
- - Must have a minimum of 6 months' of production experience in the BOSC program
- - Must be Bilingual (Spanish)
- - High School diploma or equivalent with 2 - 4 years of experience
- - Years of Required Work-Related Experience: 2 - 4 years of experience
- - High school diploma or GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience
- - May have additional training or education in area of specialization
- - Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
- - Experience with and/or ability to use call center telephony equipment
- - Experience in customer support or call center support
- - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
- - Government experience preferred
- - Strong verbal and written communication skills
- - Strong analytical and problem-solving skills
- - Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
- - Highly detail-oriented, organized, timely, and customer service-oriented
- - Ability to work well independently and in a team setting
- - Adaptable, flexible and able to deal with ambiguity and change
- - Excellent oral and written communication and customer service skills
- - Excellent attention to detail and good analytical skills
Benefits
- Other rewards may include short- and long-term incentives.
- Other rewards may include program-specific awards.
- Health insurance coverage
- Life and disability insurance
- A retirement savings plan
- Paid holidays
- Paid time off
- This position is remote
Company Overview
Company H1B Sponsorship