Location: Tampa, FL
Company: Innova Solutions
appropriate support groups for resolution while setting End User expectations during the initial interaction.
Create tickets and document all activities in ticket system (Service Now) in line with our quality standards. Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable. Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA's. Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps. Participate
in application testing, upgrades and deployment, and internal Service Desk projects as needed. Adhere to all Service Desk processes and procedures. Drive quality, process improvement and innovation to optimize service delivery.
Must Have List: Bilingual (Fluent in English and Spanish). Candidate must be able to speak and write in Spanish. Minimum of 2 years IT Help Desk experience. Experience with call center telephony and ticket system software such as Service Now. Experience supporting applications running on Windows operating system. Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday) Bachelor's degree preferred but HS Diploma with equivalent experience
will be considered. What you get to do every day: Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
Create tickets and document all activities in ticket system (Service Now) in line with our quality standards. Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams. Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable. Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA's.
Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps. Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed. Adhere to all Service Desk processes and procedures. Drive quality, process improvement and innovation to optimize service delivery. Qualifications & Experience Multi-Lingual effective and fluent communication in English and Spanish. Minimum High School Diploma; preferred Bachelor's Degree. Basic understanding of ITIL Framework and IT Service Management.
Excellent Customer service skills. Ability to diagnose and troubleshoot complex problems and work to a resolution. Ability to explain technical information to End Users with effective verbal and written communication. Ability to troubleshoot basic hardware issues, peripherals and other devices. Ability to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly. Basic Knowledge of Microsoft Windows, Office 365, Outlook and hardware/i Pad support. Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and Service Now etc.
). Some knowledge and experience using Apple products and technologies, including i Phone and i Pad devices. Experience with Application Support preferred. In addition, candidates must: o Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday) o Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home). o Expect to work on Company Holidays as needed.
Vinay Bhatiya Associate- Recruitment PAY RANGE AND BENEFITS: Pay Range: $22.00 - $24.00 per hour Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & shop coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Recent Recognitions: One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022) Clearly Rated Client Diamond Award Winner (2020) One of the Largest Certified MBE Companies in the NMSDC Network (2022) Advanced Tier Services partner with AWS and Gold with MS Website : / Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment.
Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, interaction, age, physical or mental disability, veteran status, marital status, domestic partner status, interactionual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.
If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or (770) 493-xyz X. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities.
Innova Solutions (Hire Genics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U. S. C. 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws. American Cybersystems, Inc is acting as an Employment Business in relation to this vacancy. PDN-9ae5d4fc-d166-4358-b3c9-8a2f430e7c28
Customer service jobs involve roles where professionals engage with customers to provide assistance, resolve issues, and ensure a satisfying experience with the company's products or services. These jobs require excellent communication, empathy, and problem-solving skills. They often include handling inquiries, offering support, managing complaints, and providing information. Customer service can be conducted through various channels such as in-person, over the phone, via email, or through live chat. The role is crucial for maintaining customer satisfaction and loyalty, and can significantly impact a company's reputation and success.
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Customer service jobs are positions focused on assisting customers by addressing their needs, concerns, and inquiries. Employees in these roles act as the frontline representatives of a company, providing support, troubleshooting problems, and offering information about products or services. Key characteristics of customer service jobs include strong communication skills, patience, problem-solving capabilities, and a passion for delivering a positive customer experience. These roles can be found across various industries and can be conducted in-person, over the phone, or online.
Customer service jobs are positions focused on assisting customers by addressing their inquiries, resolving their issues, and providing information about products or services. These roles are pivotal in shaping customer experiences and can range from call center agents to in-person support representatives. Key characteristics include strong communication skills, patience, problem-solving abilities, and a commitment to delivering high-quality service. Success in this field often requires an empathetic approach and adapts to a variety of customer needs and personalities to ensure satisfaction and loyalty.
