Cherokee Federal

Help Desk Agent, Bilingual

Cherokee Federal

full-time

Posted on:

Location Type: Remote

Location: Colorado • Oklahoma • United States

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Job Level

Junior

Tech Stack

ITSM

About the role

  • Help Desk Agent - Tier 1 Bilingual (English and Spanish) will be responsible for providing Tier 1 technical support for end users via phone, live chat, and email.
  • Customer service-oriented, fluent Spanish language speaking Help desk support agent to provide technical support to users in an efficient, accurate and professional manner.
  • Customer front line contact expected to solve basic technical problems and provide support for all assigned areas. The goal is to ensure the customer value is maintained to the standards set forth by the company and customer.
  • Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email.
  • Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports).
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources.
  • Walk customers through problem solving process. Assists the customer base in troubleshooting and configuration of Internet browser settings.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation, and closure of incident tickets.
  • Preserve and grow your knowledge of help desk procedures, products and services.

Requirements

  • Minimum of a High school diploma or equivalent is required
  • One (1) year of experience in call center or help desk environment is preferred
  • One (1) year of customer service experience is preferred
  • Working knowledge of Windows 10 and computer basics
  • Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings)
  • Basic knowledge of Microsoft Office products (IE: Outlook, Excel, Word, MS TEAMS)
  • Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands)
  • Familiarity with CRM or ITSM tools (incident ticket logging and tracking software).
  • Ability to learn and retain complex information, preferred.
  • Possess excellent grammar and writing skills in both the English and Spanish language, required.
  • Ability to speak professionally in the English and Spanish language, required.
  • Ability to see, hear, read, and write.
  • Ability to multitask in a high-volume Help Desk/Contact center environment.
  • Ability to assess, mitigate complex issues utilizing sound judgment and compassion.
  • US Citizenship
  • Ability to obtain a public trust security level clearance
  • Must pass pre-employment qualifications of Cherokee Federal.
Benefits
  • Estimated Starting Salary Range for Help Desk Agent – Tier 1 Bilingual: Pay commensurate with experience.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportWindows 10MS EdgeMozilla FirefoxGoogle ChromeMicrosoft Officeincident ticket loggingtroubleshootingconfiguration settingscustomer service
Soft Skills
bilingual communicationcustomer service orientationproblem solvingmultitaskingattention to detailgrammar and writing skillssound judgmentcompassionfollow-upprofessionalism
Certifications
High school diplomapublic trust security clearance