Help Desk Technician

Full-time Position, Available on: 05/08/2019

Willing to train the right candidate!
Help Desk Technician I – Bilingual Spanish written and verbal
Monday – Friday 9:30 am – 6:00 pm

We are looking for a customer service-oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be providing complete customer care to NAFTA and ANZ dealers by resolving issues, answering questions, and referring them when necessary to other areas for problem resolution.
The primary duty of a Tier 1 Help Desk Specialist is to take incoming dealer calls and emails related to password resets, communication, application access, and frequently asked questions on various CNH applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Each call and email should be documented in the call management application of WorkCenter. Each ticket should contain the steps taken to resolve the issue. If the issue cannot be resolved on first call, it should be escalated to tier 2 and placed in the unassigned.
The analyst is expected to research the knowledgebase and resolve the problem with the end user. The analyst should be able to resolve and close over 80% of the calls themselves or refer the issue to Tier 2 for assistance or resolution. The analyst will also work as Tier 2 on unassigned tickets by calling dealers back on open issue that have the resolution in the ticket or do not need extensive research.
ADDITIONAL DUTIES AND RESPONSIBILITIES:
The Help Desk Technician may be assigned various administration tasks such as creating new users, setting up new dealerships, processing invoices, clearing and resolving bounced emails, training new help desk analysts, coaching, quality reviewing Tier 1 Work Center tickets, supporting short term projects, testing, and routing complex issues to the correct help desk contacts.

SKILLS, KNOWLEDGE, AND ABILITIES NEEDED:
• Excellent Bilingual Spanish written and oral communication skills a must!
• Previous customer service experience
• Excellent telephone manner and listening skills
• Superior analytical and troubleshooting skills
• Must work well independently, as well as within a team environment
• Ability to work in an ever-changing, fast-paced environment
• High level of comfort with supporting remote users via remote desktop tools
• Ability to analyze problem situations and present appropriate solutions
Willing to train the right candidate!
Interesting work. Great people. Top-notch clients. And a chance to be a hero everyday.
Excellent Benefits Package!
ASTADIA IS AN EQUAL OPPORTUNITY EMPLOYER
FEMALES, MINORITIES, VETERANS, DISABLED AND OTHER PROTECTED GROUPS

Company: Astadia, Inc.

New Holland, PA

Contact: Susan Decareau
susan.decareau@astadia.com
(603) 677-6621