Burnett Specialists Staffing & Recruiting
Bilingual Technical Support Representative
Burnett Specialists Staffing & Recruiting, Austin, Texas, us, 78716
Job Description
Burnett is partnering with a North Austin corporate technology services company to staff top talent for their English/Spanish speaking Bilingual Technical Support Rep roles. This is an impressive global company that operates both in the public and private sectors. These opportunities are perfect for tech support reps with 1+ years of Help Desk, but also more experienced reps who are looking to downshift to less stressful tickets/calls! These roles will be onsite at their North Austin office. All equipment will be provided.
Bilingual Technical Support Rep Key Objective:
Identifies, tracks, escalates, resolves and reports customer problems in one or more of the following areas: network operating systems, desktop operating systems, application software (off the shelf and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe communication, etc. Serves as the first point of contact for user problems and inquiries. Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to the appropriate level. In this developmental job, as skill progresses, works on progressively more complicated problems and issues.
Bilingual Technical Support Rep Main Duties:Problem Diagnosis / Troubleshooting (25%) - Diagnoses basic problems and performs troubleshooting steps based on knowledge of software and hardware used, Help Desk diagnostics, and conversations/information gathering from users.Problem Ticket Administration (25%) - Logs, documents and maintains history records on client production problems utilizing systems and processes available.Problem Resolution (20%) - Resolves basic problems in a timely manner which fall within guidelines of first level support and escalates more complex problems to the appropriate level (More experienced Help Desk staff, Applications Technology, Base Technology, outside vendors, etc.).Maintains ownership of client problem through resolution, ensuring end-to-end problem resolution. May not be involved in all steps of resolution but is responsible for tracking and ensuring problem is solved, on ultimate point of contact to the client.Answers to 'How-To' Questions (e.g., software usage) (15%) - Assists in building client knowledge and capability with systems by providing answers to clients' questions regarding IS solutions, and by providing applicable tips to increase client's productivity with systems.Strategies Linked to the Division's Business Goals/Results (5%) - Understands client's business environments, corporate culture and structure to support work initiatives.Supports and participates in the I/S transformation process including the cultural principles (ethics, integrity, meeting behaviors, teamwork, cooperation, communications, interpersonal relations, supervisory behaviors, contracting, customer focus, quality, risk management, empowerment, and entrepreneurship).Collaborative and Team-Based Environment (5%) - Works well with others on the Help Desk staff to ensure optimal service to clients. Shares knowledge and information with others on team to better resolve problems and build client knowledge. Works with clients, demonstrating professionalism and empathy, to fully understand their problem/frustrations/concerns.May work with Testing and Technician Services to provide pre-user testing for new products.Knowledge Base Entries Identification (5%) - Based on problems/issues of clients, provides feedback for additional databased entries into the Knowledge database.Bilingual Technical Support Rep Qualifications:
Able to speak English/Spanish in a professional setting.1+ years' experience in a call center environment.1+ years' experience in an IT related role.Some type of IT schooling or degree in IT (not required).Ability to work in a fast-paced environment.Ability to think outside the box.A+ is helpful (not required).Technical Support Rep Compensation/Schedule/Location:
The center for this client is open Monday-Friday, 7am-7pm. Candidates must be available for an 8 hour shift during that timeframe.These are Full-Time, 40+ hour/week positions.Roles are slated to start December 2nd (possibly sooner).These roles are long term contract with possibility of going perm at some point.Pay is $17-$18/hr, DOE to start (FIRM).These roles will be 100% onsite at their North Austin location (78753 zip).Criminal Background Check and Drug Screen Required.
AUSTP30
Meet The Recruiter
Wendy HendersonOperations Manager
19 years of professional recruiting and staffing experience.
Burnett, a Texas-based staffing and recruiting company, has been consistently ranked number 1 by the Austin Business Journal. Our extensive network of connections with hiring managers and candidates across all industries makes us an invaluable asset to your growth and success.
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wendyh@burnettspecialists.comConnect on LinkedIn
Burnett is partnering with a North Austin corporate technology services company to staff top talent for their English/Spanish speaking Bilingual Technical Support Rep roles. This is an impressive global company that operates both in the public and private sectors. These opportunities are perfect for tech support reps with 1+ years of Help Desk, but also more experienced reps who are looking to downshift to less stressful tickets/calls! These roles will be onsite at their North Austin office. All equipment will be provided.
Bilingual Technical Support Rep Key Objective:
Identifies, tracks, escalates, resolves and reports customer problems in one or more of the following areas: network operating systems, desktop operating systems, application software (off the shelf and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe communication, etc. Serves as the first point of contact for user problems and inquiries. Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to the appropriate level. In this developmental job, as skill progresses, works on progressively more complicated problems and issues.
Bilingual Technical Support Rep Main Duties:Problem Diagnosis / Troubleshooting (25%) - Diagnoses basic problems and performs troubleshooting steps based on knowledge of software and hardware used, Help Desk diagnostics, and conversations/information gathering from users.Problem Ticket Administration (25%) - Logs, documents and maintains history records on client production problems utilizing systems and processes available.Problem Resolution (20%) - Resolves basic problems in a timely manner which fall within guidelines of first level support and escalates more complex problems to the appropriate level (More experienced Help Desk staff, Applications Technology, Base Technology, outside vendors, etc.).Maintains ownership of client problem through resolution, ensuring end-to-end problem resolution. May not be involved in all steps of resolution but is responsible for tracking and ensuring problem is solved, on ultimate point of contact to the client.Answers to 'How-To' Questions (e.g., software usage) (15%) - Assists in building client knowledge and capability with systems by providing answers to clients' questions regarding IS solutions, and by providing applicable tips to increase client's productivity with systems.Strategies Linked to the Division's Business Goals/Results (5%) - Understands client's business environments, corporate culture and structure to support work initiatives.Supports and participates in the I/S transformation process including the cultural principles (ethics, integrity, meeting behaviors, teamwork, cooperation, communications, interpersonal relations, supervisory behaviors, contracting, customer focus, quality, risk management, empowerment, and entrepreneurship).Collaborative and Team-Based Environment (5%) - Works well with others on the Help Desk staff to ensure optimal service to clients. Shares knowledge and information with others on team to better resolve problems and build client knowledge. Works with clients, demonstrating professionalism and empathy, to fully understand their problem/frustrations/concerns.May work with Testing and Technician Services to provide pre-user testing for new products.Knowledge Base Entries Identification (5%) - Based on problems/issues of clients, provides feedback for additional databased entries into the Knowledge database.Bilingual Technical Support Rep Qualifications:
Able to speak English/Spanish in a professional setting.1+ years' experience in a call center environment.1+ years' experience in an IT related role.Some type of IT schooling or degree in IT (not required).Ability to work in a fast-paced environment.Ability to think outside the box.A+ is helpful (not required).Technical Support Rep Compensation/Schedule/Location:
The center for this client is open Monday-Friday, 7am-7pm. Candidates must be available for an 8 hour shift during that timeframe.These are Full-Time, 40+ hour/week positions.Roles are slated to start December 2nd (possibly sooner).These roles are long term contract with possibility of going perm at some point.Pay is $17-$18/hr, DOE to start (FIRM).These roles will be 100% onsite at their North Austin location (78753 zip).Criminal Background Check and Drug Screen Required.
AUSTP30
Meet The Recruiter
Wendy HendersonOperations Manager
19 years of professional recruiting and staffing experience.
Burnett, a Texas-based staffing and recruiting company, has been consistently ranked number 1 by the Austin Business Journal. Our extensive network of connections with hiring managers and candidates across all industries makes us an invaluable asset to your growth and success.
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wendyh@burnettspecialists.comConnect on LinkedIn