Bilingual Tier 1 Service Desk Representative

Bilingual Tier 1 Service Desk Representative

The Bilingual Tier 1 Service Desk Representative plays a significant role on a fully remote team supporting the English and Spanish inbound calls for NSHD. As a Tier 1 SDR, you will assist customers by answering questions, assisting them with filing a complaint or providing status updates to complaints for our customers. As a Tier 1 Service Desk Representative, you will have the opportunity to showcase your exceptional customer service skills when speaking to customers via a cloud-based telephony solution to answer general questions around billing protections and assist with filing complaints. You will be trained over a one-week instructor-led virtual training course followed by a one-week job shadow. You will be expected to perform your duties in a dedicated secure area within your residence. A successful candidate will work in a coordinated team effort to appropriately identify the reason for their call, address all questions, and provide an accurate and efficient response. You should be customer-focused, polite, reliable, knowledgeable, and adaptable.

Qualifications:

• High school diploma or GED.
• Customer service experience – 2 or more years.
• Must be a US citizen or authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.
• Fluent in speaking, reading and writing in Spanish.

Additional characteristics that will help you thrive:

• Proficient in the use of MS Office including Word, Excel and Outlook.
• Able to work in a fast-paced environment.
• Comprehensive reading and interpretive skills.
• Good written and oral communication skills.
• Maintain professional telephone etiquette in a variety of situations.
• Able to work in a deadline-driven environment.
• Able to work overtime as required.
• Leadership may assign additional duties within the scope of the project.

The available shifts are as followed:

• Sunday – Thursday (Monday – Thursday 11:45AM – 8:15PM ET & Sunday 9:45AM – 6:15PM ET)
• Sunday – Thursday (Monday – Thursday 7:45AM – 4:15PM ET & Sunday 9:45AM – 6:15PM ET)

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements: It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements: The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.