127 Patient Support Services jobs in Austin

**About Us**
**Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.**
**Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next.** **But the heartbeat of SHI is our employees - all 6,000 of them.** **If you join our team, you'll enjoy:**
+ **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**
+ **Continuous professional growth and leadership opportunities.**
+ **Health, wellness, and financial benefits to offer peace of mind to you and your family.**
+ **World-class facilities and the technology you need to thrive - in our offices or yours.**
**Job Summary**
The Service Desk Analyst II provides both Level 1 and Level 2 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and are developing a deeper technical specialization within the service desk environment.
This position is hybrid in our Austin or New Jersey office, Tuesday-Thursday in office and Monday and Friday remote.
**Role Description**
+ Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
+ Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
+ Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
+ Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed.
+ Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
+ Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
+ Participate in special projects, rollouts, and departmental initiatives as assigned by management.
+ Mentor and assist junior analysts and new team members, sharing knowledge and best practices.
**Behaviors and Competencies**
+ Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
**Skill Level Requirements**
+ Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic
+ Proficiency in creating structured frameworks for organizing and interpreting data. - Basic
+ Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Basic
+ The ability to tackle problems by using a logical, systematic, sequential approach. - Basic
+ Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred - Basic
+ Proficiency in supporting Windows desktop environments and basic server-side troubleshooting.
+ Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk).
+ Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
+ Excellent communication skills with the ability to explain complex technical information to non-technical users.
+ Ability to work independently and proactively update or enhance documentation and support processes.
+ Effective time management and organizational skills in a fast-paced environment.
**Preferred Skills**
+ Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
+ Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
+ Relevant professional certifications, such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
**Other Requirements**
+ Completed Bachelor's Degree in a related field, or relevant work experience required
+ 3-6 years of experience in a similar role, preferably with an MSP
+ 1-3 years of experience with Power Query, VBA, or similar automation language
+ Ability to work flexible hours
+ Minimum 2 years of experience in the following areas:
+ Windows, Linux server OS, Citrix.
+ Datacenter hardware.
+ Cloud-based productivity products.
+ Networking - DNS, DNCP. IPV4, VOIP.
+ Security - Firewall, Antivirus, Spam filtering.
+ Internet technologies.
+ Helpdesk ticketing system.
+ Data backup and restore technologies
**Additional Requirements**
One or more certifications in any of the following areas:
+ AWS Certification
+ Microsoft Certification
+ Google Certification
+ Desktop as a Service - DaaS
The base salary for this position is $5,000 - 85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

**About Us**
**Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.**
**Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next.** **But the heartbeat of SHI is our employees - all 6,000 of them.** **If you join our team, you'll enjoy:**
+ **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**
+ **Continuous professional growth and leadership opportunities.**
+ **Health, wellness, and financial benefits to offer peace of mind to you and your family.**
+ **World-class facilities and the technology you need to thrive - in our offices or yours.**
**Job Summary**
The Service Desk Analyst II provides both Level 1 and Level 2 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and are developing a deeper technical specialization within the service desk environment.
This position is hybrid in our Austin or New Jersey office, Tuesday-Thursday in office and Monday and Friday remote.
**Role Description**
+ Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
+ Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
+ Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
+ Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed.
+ Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
+ Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
+ Participate in special projects, rollouts, and departmental initiatives as assigned by management.
+ Mentor and assist junior analysts and new team members, sharing knowledge and best practices.
**Behaviors and Competencies**
+ Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
**Skill Level Requirements**
+ Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic
+ Proficiency in creating structured frameworks for organizing and interpreting data. - Basic
+ Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Basic
+ The ability to tackle problems by using a logical, systematic, sequential approach. - Basic
+ Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred - Basic
+ Proficiency in supporting Windows desktop environments and basic server-side troubleshooting.
+ Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk).
+ Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
+ Excellent communication skills with the ability to explain complex technical information to non-technical users.
+ Ability to work independently and proactively update or enhance documentation and support processes.
+ Effective time management and organizational skills in a fast-paced environment.
**Preferred Skills**
+ Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
+ Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
+ Relevant professional certifications, such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
**Other Requirements**
+ Completed Bachelor's Degree in a related field, or relevant work experience required
+ 3-6 years of experience in a similar role, preferable within an MSP
+ 1-3 years of experience with Power Query, VBA, or similar automation language
+ Ability to work flexible hours
+ Minimum 2 years of experience in the following areas:
+ Windows, Linux server OS, Citrix.
+ Datacenter hardware.
+ Cloud-based productivity products.
+ Networking - DNS, DNCP. IPV4, VOIP.
+ Security - Firewall, Antivirus, Spam filtering.
+ Internet technologies.
+ Helpdesk ticketing system.
+ Data backup and restore technologies
**Additional Requirements**
One or more certifications in any of the following areas:
+ AWS Certification
+ Microsoft Certification
+ Google Certification
+ Desktop as a Service - DaaS
The base salary for this position is $5,000 - 85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

Bilinigual Service Desk Analyst (Spanish/English)
**Req number:**
R6182
**Employment type:**
Full time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
**Job Summary**
As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
**Job Description**
We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both **English and Spanish** speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full-time** and **remote** .
**What You'll Do**
+ Provide General IT end-user support including:
+ Utilize excellent customer service skills and exceed customers' expectations.
+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other "how-to" questions.
+ Properly escalate unresolved issues to the next level of support with strong supporting documentation
+ Following documented processes to resolve customer issues.
+ Ensure proper recording, categorization, documentation, and closure of all tickets.
+ Analyze the impact and urgency of customer's issues and prioritize appropriately.
+ Recommend procedure modifications or improvements.
+ Drive positive results in Customer Experience through timely responses and professional interaction.
+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
+ Preserve and grow your knowledge of Service Desk procedures, products, and services.
+ May perform other job duties as directed by Team Lead or Service Delivery Leader
**What You'll Need**
Required:
+ 6-12 months' experience in a Service Desk role and/or technical support role
+ 6-12 months of customer service experience in a professional industry
+ High School Diploma or GED
+ **Bilingual in English and Spanish languages (both written and oral)**
+ Strong troubleshooting and documentation skills
+ Excellent customer service skills
+ Strong attention to detail and strong communication skills (both written and oral)
+ Excellent work ethic
+ Problem-solving skills
+ Solution driven
+ **Ability to work weekdays from 9:00am - 5:00pm EST**
Preferred:
+ Associate degree preferred in related field.
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.
The pay range for this position is up to $18.00 per hour (USD) and is eligible for a language bonus. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.
**Reasonable accommodation statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Service Desk Technician to join our team.
Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.
**The hours are Saturday & Sunday, 10am - 6:30pm or 8am - 6:30pm**
**Responsibilities** **:**
+ Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
+ Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
+ Provides case status updates to management and end-users per service level guidelines
+ Support and maintain effective relationships with users
+ Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
+ Provide support for PCs, laptops, printers, cell phones, and tablets etc.
+ Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
+ Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
+ Communicates with customers at all levels of technical and non-technical skills sets
**Skills & Qualifications:**
+ Associates degree preferred, or technical training
+ 1-2 years related experience
+ Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
+ Experience with multi-platform Windows O/S required
+ Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
+ Active Directory and Exchange experience preferred
**Wage Range** **:**
The hourly rate for this position is between $13.50- $19.80 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
This posting is anticipated to remain open until 10/26/2025.
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

**Job ID Number**
R6005
**Employment Type**
Full time
**Worksite Flexibility**
Remote
**Job Summary**
As a bilingual Service Desk Analyst (Italian/English), you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
**Job Description**
We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and Italian speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full** **-time** and **remote** .
**What You'll Do**
+ Provide General IT end-user support
+ Utilize excellent customer service skills and exceed customers' expectations
+ Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems
+ Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other "how-to" questions
+ Properly escalate unresolved issues to the next level of support with strong supporting documentation
+ Following documented processes to resolve customer issues
+ Ensure proper recording, categorization, documentation, and closure of all tickets
+ Analyze the impact and urgency of customer's issues and prioritize appropriately
+ Recommend procedure modifications or improvements
+ Drive positive results in Customer Experience through timely responses and professional interaction
+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics
+ Preserve and grow your knowledge of Service Desk procedures, products, and services
+ May perform other job duties as directed by Team Lead or Service Delivery Leader
**What You'll Need**
Required:
+ 6-12 months' experience in a Service Desk role and/or technical support role
+ 6-12 months of customer service experience in a professional industry
+ High School Diploma or GED
+ **Bilingual in English and Italian languages (both written and oral)**
+ Strong troubleshooting and documentation skills
+ Excellent customer service skills
+ Strong attention to detail and strong communication skills (both written and oral)
+ Excellent work ethic
+ Problem-solving skills
+ Solution driven
+ **Ability to work weekdays from 3:00am - 11:30am EST**
Preferred:
+ Associate degree preferred in related field.
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.
The pay range for this position is $18.00 per hour (USD). There is also a language bonus for this position. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.
#LI-AE1
**Reasonable Accommodation Statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
**Equal Employment Opportunity Policy Statement**
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.

Bilingual (German/English) Service Desk Analyst
**Req number:**
R6133
**Employment type:**
Part time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
**Job Summary**
As a Bilingual (German/English) Service Desk Agent, you will be responsible for providing end user support to our clients utilizing excellent customer service skills. This is a part-time position (20 hours per week).
**Job Description**
We are looking for a bilingual customer service-oriented **Bilingual Service Desk Analyst** to provide Level 1 technical support to both **English and German** speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **part-time** and **remote. Core business hours are 6am-10am EST Monday - Friday.**
**What You'll Do**
+ Provide generalIT end-user support
+ Utilize excellentcustomer serviceskills and exceed customers' expectations
+ Interact via telephone, e-mail, chat and one on one with customers to identify anddiagnosetechnical issues and problems
+ Provide first level support including but not limited to: resetting passwords,troubleshooting hardwareremotely (Laptops, iPads, Desktops, Printers, etc.),troubleshootingsoftware (proprietary software and other applications utilized by the client), and other "how-to" questions
+ Properly escalate unresolved issues to the next level of support with strong supporting documentation
+ Following documented processes to resolve customer issues
+ Ensure proper recording, categorization, documentation, and closure of all tickets
+ Analyze the impact and urgency of customer's issues and prioritize appropriately
+ Recommend procedure modifications or improvements
+ Drive positive results in Customer Experience through timely responses and professional interaction
+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics
+ Preserve and grow your knowledge of Service Desk procedures, products, and services
+ May perform other job duties as directed by Team Lead or Service Delivery Leader
**What You'll Need**
Required:
+ 6-12 months' experience in a Service Desk role and/ortechnical supportrole
+ 6-12 months ofcustomer serviceexperience in a professional industry
+ High School Diploma or GED
+ Strongtroubleshootingand documentation skills
+ Excellentcustomer serviceskills
+ Strong attention to detail and strong communication skills (both written and oral)
+ Excellent work ethic
+ Problem-solving skills
+ Solution driven
+ **Ability to work weekdays from 6:00am - 10:00am EST Monday - Friday**
+ **Bilingual in English and German languages (both written and oral)**
Preferred:
+ Associate degree preferred in related field
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
The pay range for this position is $18.00 per hour (USD) plus a language bonus. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.
#AE-LI1
**Reasonable accommodation statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

**What is the position?**
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.
**What will I get to do?**
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.
**What qualifications do I need?**
+ 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
**What additional characteristics will help me 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 situation
+ 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 - 4:15 PM ET & Sunday 9:45AM - 6:15PM ET)
**Compensation Ranges**
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, 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, disability, 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. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
19.51/hr
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.