Experienced Bilingual IT Help Desk Customer Service Representative – Hybrid Support for arenaflex

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional IT support to our clients. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll play a pivotal role in shaping the future of our Specialty Service Desk. If you're passionate about delivering world-class customer experiences, have a knack for problem-solving, and are fluent in multiple languages, we want to hear from you! About arenaflex arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced digital landscape.Our team of experts is dedicated to helping clients navigate the complexities of technology and stay ahead of the curve. With a strong focus on customer satisfaction, arenaflex has built a reputation for delivering exceptional service and support. Job Summary We're seeking an experienced and bilingual IT Help Desk Customer Service Representative to join our Specialty Service Desk team. As a Hybrid Support specialist, you'll be responsible for providing top-notch IT support to clients across multiple channels, including chat, phone, email, and web.If you're a problem-solver with excellent communication skills and a passion for delivering exceptional customer experiences, we encourage you to apply. Key Responsibilities As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll be responsible for: * Handling incoming inquiries (calls, chats, tickets) and/or redirecting inquiries to appropriate support groups for resolution while setting End User expectations during the initial interaction. * Creating tickets and documenting all activities in arenaflex's ticket system (ServiceNow) in line with our quality standards.* Performing troubleshooting to resolve or escalate to the appropriate Tier 2 teams. * Researching and resolving more complex Field/Scientific application and business process issues. Identifying trends where applicable. * Providing follow-up and status update inquiries to End Users on your open ticket queue and ensuring every effort is made to meet SLAs. * Utilizing the Knowledgebase to address End User inquiries and creating Knowledgebase draft articles to address knowledge gaps. * Participating in application testing, upgrades, and deployment, and internal Service Desk projects as needed.* Adhering to all Service Desk processes and procedures. * Driving quality, process improvement, and innovation to optimize service delivery. Essential Qualifications To be successful in this role, you'll need: * 2+ years of experience in a Help Desk or IT Support role. * Fluency in multiple languages (English and at least one other language). * Excellent communication and interpersonal skills. * Ability to work in a fast-paced environment with multiple priorities. * Strong problem-solving and analytical skills.* Experience with ticketing systems (ServiceNow) and Knowledgebase management. * Ability to work independently and as part of a team. Preferred Qualifications While not required, the following qualifications would be an asset: * Experience with application testing, upgrades, and deployment. * Knowledge of Field/Scientific applications and business processes. * Experience with process improvement and innovation initiatives. * Certification in ITIL or other IT service management frameworks. Skills and Competencies To succeed in this role, you'll need to possess: * Excellent communication and interpersonal skills.* Strong problem-solving and analytical skills. * Ability to work in a fast-paced environment with multiple priorities. * Strong attention to detail and organizational skills. * Ability to work independently and as part of a team. * Strong customer service skills and a passion for delivering exceptional experiences. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll have access to: * Ongoing training and development opportunities.* Mentorship and coaching from experienced team members. * Opportunities for career advancement and professional growth. * A dynamic and supportive work environment. Work Environment and Company Culture arenaflex is a dynamic and supportive work environment that values diversity, inclusion, and employee well-being. As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll have the opportunity to work with a talented team of experts who are passionate about delivering exceptional customer experiences.Our company culture is built on the following values: * Customer satisfaction: We're committed to delivering exceptional customer experiences that exceed expectations. * Innovation: We're always looking for new and innovative ways to improve our services and support. * Collaboration: We believe in working together as a team to achieve common goals. * Continuous learning: We're committed to ongoing training and development to stay ahead of the curve. Compensation, Perks, and Benefits As a Hybrid Bilingual IT Help Desk Customer Service Representative, you'll receive: * Competitive hourly rate: $22-$24 per hour.* Comprehensive benefits package, including medical, dental, and vision coverage. * 401(k) retirement plan with company match. * Paid time off and holidays. * Opportunities for professional growth and development. If you're a motivated and customer-focused individual with a passion for delivering exceptional IT support, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! ! For more information about arenaflex and our job opportunities, please visit our website at [arenaflex website URL].