Back to Job Search

IT Support Technician- Bilingual

  • Location: Naperville, Illinois, 60563
  • Salary: 26.92
  • Job Type:Contract

Posted 16 days ago

Terrific Opportunity!
Title: IT Support Technician
Location: Naperville, IL 60563
Term: 8 Months Contract to hire

Day-to-Day Responsibilities:
  • Serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality
  • Provide guidance and mentoring
  • Provide an escalation quality validation point; to identify, research and resolve complex technical problems
  • Create and manage escalation procedures and ensure service levels are maintained
  • Perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner
  • Provides leadership, direction, and support to a team of IT Support colleagues
  • Ensures IT Support processes and procedures are adhered to and departmental objectives are met
  • Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers
  • Monitors workloads and status; supports colleagues by providing advice on handling complex issues
  • Ensures company customer service standards are met
  • Communicates high visibility issues to immediate supervisor
  • Maintains good client relationships
  • Serves as a final level of quality for issue escalation research
  • Continues to identify areas of improvement (process or employee)
  • Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed
  • Manages complex troubleshooting and software development issues as needed
  • Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues
  • Escalates calls to the appropriate departments as needed
  • Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed
  • Provides status and follow-up information to internal or external customers as needed

Is this a good fit? (Requirements):
  • 5 years of Help Desk or technical support service experience or equivalent combination of education and experience required
  • Excellent customer service skills
  • Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
  • Proven understanding and knowledge of Quality
  • Good knowledge of service center processes and procedures
  • PC literate, including Microsoft Office products
  • Leadership/management/motivational skills
  • Analytical and interpretive skills
  • Strong organizational skills
  • Ability to complete required number of monthly quality monitors
  • Bilingual - Spanish
  • Excellent interpersonal skills
  • Excellent negotiation skills
  • Good judgment and discretion skills
  • Ability to manage multiple projects and set priorities
  • Ability to work in a team environment
  • Ability to meet or exceed Performance Competencies
  • Supervisory experience preferred
  • Bachelor's degree from an accredited college or university preferred

If this sounds like the perfect fit, Apply Today!