Bilingual Tech Support Analyst(Remote)
AllStates Consulting Services
Las Vegas Nevada
United States
Information Technology
(No Timezone Provided)
**Pay Rate: $20.00
**Must be fully bilingual in English and Spanish
**Remote candidates are accepted but strong preference for Atlanta & Albany, OR based
**Contract Duration: 4 months (Temp-to-perm is possible)
**Candidates must have passion/interest in supporting consumer electronics - not looking for internal IT or internal helpdesk
**Must be able to work until 10:00p or 11:00p if EST-based (8 hours/day shift)
PLEASE NOTE: Work Shift: Varies - candidates MUST have schedule flexibility -this department is open 365 days a year with Shifts starting and ending at: 8:00 AM and 11:00 PM ET.
An individual's schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.
Basic Qualifications:
• Bilingual in English and Spanish
• 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
• Strong experience and working knowledge in one or more of the following technical specialty areas:
• PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
• Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
• Smart Home: devices such as assistants, smart lights, smart TV's, thermostats, door locks, wearable technologies and other home-automation systems.
• High school diploma or GED (post-secondary education preferred).
• Must be able to type 30-40 WPM.
Preferred Qualifications:
• Bachelor's degree preferred; Associates degree a plus.
• 1 year of experience in technical support role.
• Technical certifications from organizations such as CompTIA A+, Cisco, Network+, Microsoft, Apple, or other related bodies in the technical industry.
• Experience working within a support organization providing phone/chat/email based support to customers.
• Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
• Excellent verbal and written communication and interpersonal skills.
• Experience in writing technical documentation for inclusion in a Knowledge Base.
•Solid conceptual understanding of a variety of connected devices such as mobile phones, tablets, wearable technologies, home automation and lighting, smart televisions, or other related areas
•Team leadership experience in a contact center environment.
•Proficiency with MS Office products
This position will work remotely temporarily due to COVID 19:
• Normally, this is an on-site position and will return to working at our local office
• While working remotely, you are required to have internet services with a minimum internet speed of 15 Mbps on the download side and a minimum of 3 Mbps on the upload side. You can test your internet speed at or by contacting your service provider.
Potential temp-to-hire based on performance after 120 days
Description
Bilingual Technical Support Analyst is responsible for the following:
• Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
• Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
• Provide excellent customer service and ownership of technical support issues.
• Work well in a high energy, dynamic, and collaborative environment.
• Provide appropriate responses and expectations in a timely and efficient manner.
• Work as the customer's advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
• Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.
Work Hours:
This position is in a department that is open 365 days a year and we currently have schedules which have shifts starting and ending at 8:00 AM and 10:00 PM respectfully (hours subject to change over time). An individual's schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.
Bilingual Tech Support Analyst(Remote)
AllStates Consulting Services
Las Vegas Nevada
United States
Information Technology
(No Timezone Provided)
**Pay Rate: $20.00
**Must be fully bilingual in English and Spanish
**Remote candidates are accepted but strong preference for Atlanta & Albany, OR based
**Contract Duration: 4 months (Temp-to-perm is possible)
**Candidates must have passion/interest in supporting consumer electronics - not looking for internal IT or internal helpdesk
**Must be able to work until 10:00p or 11:00p if EST-based (8 hours/day shift)
PLEASE NOTE: Work Shift: Varies - candidates MUST have schedule flexibility -this department is open 365 days a year with Shifts starting and ending at: 8:00 AM and 11:00 PM ET.
An individual's schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.
Basic Qualifications:
• Bilingual in English and Spanish
• 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
• Strong experience and working knowledge in one or more of the following technical specialty areas:
• PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
• Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
• Smart Home: devices such as assistants, smart lights, smart TV's, thermostats, door locks, wearable technologies and other home-automation systems.
• High school diploma or GED (post-secondary education preferred).
• Must be able to type 30-40 WPM.
Preferred Qualifications:
• Bachelor's degree preferred; Associates degree a plus.
• 1 year of experience in technical support role.
• Technical certifications from organizations such as CompTIA A+, Cisco, Network+, Microsoft, Apple, or other related bodies in the technical industry.
• Experience working within a support organization providing phone/chat/email based support to customers.
• Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
• Excellent verbal and written communication and interpersonal skills.
• Experience in writing technical documentation for inclusion in a Knowledge Base.
•Solid conceptual understanding of a variety of connected devices such as mobile phones, tablets, wearable technologies, home automation and lighting, smart televisions, or other related areas
•Team leadership experience in a contact center environment.
•Proficiency with MS Office products
This position will work remotely temporarily due to COVID 19:
• Normally, this is an on-site position and will return to working at our local office
• While working remotely, you are required to have internet services with a minimum internet speed of 15 Mbps on the download side and a minimum of 3 Mbps on the upload side. You can test your internet speed at or by contacting your service provider.
Potential temp-to-hire based on performance after 120 days
Description
Bilingual Technical Support Analyst is responsible for the following:
• Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
• Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
• Provide excellent customer service and ownership of technical support issues.
• Work well in a high energy, dynamic, and collaborative environment.
• Provide appropriate responses and expectations in a timely and efficient manner.
• Work as the customer's advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
• Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.
Work Hours:
This position is in a department that is open 365 days a year and we currently have schedules which have shifts starting and ending at 8:00 AM and 10:00 PM respectfully (hours subject to change over time). An individual's schedule is generally set for several months at a time, however interested candidates must have a reasonable degree of schedule flexibility to work varying schedules throughout the year.