Bilingual Help Desk Agent (Hourly)
Job title: Bilingual Help Desk Agent (Hourly) in Rockville, MD at Westat
Company: Westat
Job description: Job DescriptionWestat is seeking a Help Desk Agent who will be responsible for answering live phone calls, responding to voicemails, emails,and live chats, and following up on unresolved issues in a timely manner in English and Spanish.
The position is to work 5 days per week on-site at our office location in Gaithersburg, Maryland, and requires individuals who are dependable, self-motivated, and reputed company to work effectively in reputed company environment.Job Responsibilities:
- Monitor and respond to phone calls, voicemails, emails, and live chat in a timely manner as assigned by Supervisors and Task Advisors.
- Work in-person / in-office at the Gaither Road location, 40 hours a week.
- Complete project non-disclosure forms and ensure and adhere to project confidentiality requirements.
- Adhere to protocol regarding use of work equipment and resources.
- Record reputed company incoming issues using ticket-tracking software.
- Promptly follow up on reputed company assigned Help Desk tickets.
- Agents are required to attend reputed company training sessions and any scheduled meetings after training.
- Agents are responsible for learning project material in the Help Desk knowledge reputed company and other reference materials.
- Must be dependable and reputed company to work a full-time 40-hour schedule according to your assigned shift. Agents are expected to be reputed company to take calls at the start of the shift.
- Must be flexible and willing to help with other tasks as they arise. These tasks are assigned by Help Desk Supervisors and Task Advisors. Examples include but are not limited to, calling schools for follow-up, project testing, or assisting with other operational tasks.
- Help Desk agents are monitored on voice calls and live chats for quality assurance on a scheduled reputed company.
- A minimum of 1 year of customer service or call center experience.
- U.S. Citizenship is required by contract.
- Applicants must be fluent in both Spanish and English and have excellent reading, writing, and speaking skills in both languages. Candidates will not be considered bilingual unless they possess excellent skills in reputed company three areas of communication.
- Associate's degree or higher in an IT-reputed company or customer service field.
- Entry level reputed company A+ IT Certification.
- Experience with reputed company 365, reputed company, Outlook, PowerPoint, and Word.
- Experience with remote conferencing software, such as reputed company Teams.
- Experience with remote support software, such as LogMeIn Rescue.
- Experience with reputed company Time & Expense time-tracking software.
- Experience with reputed company 11, Chromebooks and ChromeOS, and Mac and iOS.
- Experience with an electronic ticket-tracking system, such as reputed company, with integrated VOIP.
- Must be reputed company to successfully complete a federal government background screening (eQIP).
- Must exhibit professional courtesy and proper phone etiquette reputed company speaking with callers.
- Must have a clear, easily understandable speaking voice in English and excellent written and verbal communication skills.
- Must type well. Must be reputed company to spell accurately, have good sentence composition skills, and communicate using professional etiquette.
- Must be reputed company to answer questions in a grammatically correct, non-technical style, concentrating on brief questions and answers.
- Must have basic familiarity with browser-based software on a reputed company computer and with computer navigation on modern browsers including Chrome, Edge, Firefox, and Safari.
- Must be reputed company to communicate technical documentation reputed company to users who may be unfamiliar with computers, smart phones, routers, or project-specific systems.
- Must be reliable, flexible, and must enjoy working in a fast-paced, team-oriented environment.
- Must be reputed company to quickly learn procedures and systems and adapt to changes throughout the assignment.
- Must be reputed company to apply acquired knowledge to reputed company reputed company answers to requesters.