Help Desk Support Analyst - Bilingual

Summary

The Bilingual Help Desk Support Analyst will serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services. It is a Helpdesk Support position that requires the candidate to speak fluently in both English and Spanish.

Responsibilities

Duties include, but are not limited to, the following:  

• Answer incoming calls from customers with order inquiry and/or trouble reports.
• Provide customers with order status.
• Provide customers with service activation support for Voice service calling features.
• Provide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications.
• Provide customers with service activation support for Video service set-top box configuration.
• Issue customer initiated service order corrections and changes.
• Create trouble reports and provide customers with trouble status.
• ort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories.  Provide trouble resolution and closeout when possible.
• Provide Home Network Equipment Support to customers.
• Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
• Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
• Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report. Customers may be irate or dissatisfied with our service.

Qualifications

• Tests   Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
• Must have basic understanding of communication networking components (i.e., Routers, LAN topology, Ethernet & Network Interface Cards) as well as MS Windows and PC hardware/software.
• Must have a strong understanding of PC components and functionality, and have the ability to work with customers, on the telephone, to isolate/resolve problems with that equipment at a customer location.
• Upon entry into the job the employee must possess the knowledge, skills and ability to converse fluently with English and non-English speaking customers.  
• Responsible for talking and negotiating with customers as well as interacting with other work groups.
• Ability to overlap-perform more than one function at a time while communicating with internal and/or external customer.
• Required to utilize a headset and sit at a workstation for extended periods while working at a computer terminal assisting internal and external customers.
• Must be willing to work regularly scheduled tours including day, evening, night, weekend and holiday tour assignments to facilitate 24x7 coverage in the center. Overtime may be required.
• One (1) year customer call center experience is desirable.

Salary Information

Hourly Rate: $13.35 - $26.72

Test(s) Required

Verizon Job Fit Test AVZ Test for Customer ServiceFCSA Knowledge TestFiber Cust Support Analyst SI

Test Preview

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.