Bilingual Tech Support
at SkillStorm

Date Posted: 4/6/2017

Job Description

SkillStorm Commercial LLC is a rapidly growing national Technical and Professional Services firm. We provide diversified IT and Engineering services and solutions to dynamic mid-market companies and to many Fortune 500 organizations. Our specialties in Consulting, Outsourcing and Project Management provide assistance in solving some of the most complex technical challenges within the industry today.

Located in Dallas, CA

 SkillStorm is seeking a Bilingual (English/Spanish) Tier 1 Technical Support professional for our client in Dallas, TX.

Candidates MUST be fluent in both written and oral Spanish.

Job Summary:

  • Provide technical customer support by phone and email.
  • Be prepared to support the customers’ ability to do business rather than simple software support.
  • Job scope includes trouble-shooting and solving issues of diverse scope related to our client's product, multiple operating systems (Windows, iOS, Chrome and Mac) and networks.
  • Problems can consist of login problems, network issues, etc.
  • Qualified candidates must have good customer services skills and perfect grammar both written and verbal in both English and Spanish.

Job Responsibilities:

  • Provide first-level technical support for the program (via phone, email and web)
  • Respond to, and resolve, technical end-user service and support incidents and requests primarily surrounding connectivity, login and password resets
  • Resolve first-level issues while escalating complex and/or high priority problems to the appropriate support groups for resolution
  • Maintain high level of customer satisfaction
  • Take full ownership and control of a problem or issue with minimum supervision
  • Compose clear and concise issue/problem documentation with all required data
  • Communicate with customers at all levels of technical and non-technical skill sets
  • Follow-up with end-users to provide status updates as per service level guidelines
  • Exercise judgment within defined procedures/practices and determine appropriate action
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Work collaboratively with people across the organization
  • Manage priorities – ability to recognize and act on factors that create priorities
  • Meet monthly department goals for contacts-per-day, quality, knowledge and customer satisfaction
  • Thoroughly understand support principals and techniques related to job responsibilities
  • Show initiative and take an active leadership role

    Job Requirements

    Job Requirements:

    • Working knowledge of Windows operating systems
    • Familiarity with MAC, iOS and Chrome operating system
    • Basic office skills (Word, Outlook, Excel, general database)
    • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
    • Solid analytical/cognitive skills and exceptional ability to troubleshoot complex and technical problems
    • Sound understanding of customer support, operations, and processes
    • Proven customer service management skills
    • Exceptional written & verbal communication
    • Strong desire and enthusiasm to serve customers
    • Ability to learn and effectively utilize Customer Support tools/resources
    • Proactive in learning new versions, products, modules

    Additional Skills (not required, but a plus):

    • Previous teaching or instructing experience
    •  Minimum of 1 year experience working in a IT Service Desk/inbound Call Center environment
    • Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
    •  Certification in relevant IT products/technologies a plus
    • Experience using Salesforce to manage and track cases preferred
    • Experience working with Databases (as a user)
    • Experience with Web Applications and the internet

    Job Snapshot

    About Us

    SkillStorm is one of the nation’s fastest-growing I.T. Services Company. We have been providing technology consulting, outsourcing and staffing solutions since 2002. SkillStorm can provide you with the right tools to ensure you have the best technology team in place to fuel your organization’s continued success. SkillStorm works with scores of fine companies, including many that rank among the elite Fortune 500 and has been setting the standard for customer service in the industry since inception.

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