About this role
English Bilingual Technical Support Representative We are seeking an English bilingual (spoken and written) Technical Support Representative with schedule flexibility. The current need is for an afternoon shift, with availability to work morning, night shifts, and weekends as required. Responsibilities Provide accurate, timely, and high-quality customer-focused technical assistance. Ensure the quality and delivery of technical support for products, services, and related software used by both customers and internal employees. Respond to customer inquiries within designated timeframes, ensuring resolution and meeting customer business needs. Adhere to ITIL processes, corporate standards, and Service Level Agreements (SLAs). Anticipate, identify, reproduce, and resolve technical problems within areas of responsibility in a professional manner. Demonstrate proficiency with the latest Microsoft Windows operating systems, including Windows naming conventions (files, directories, paths, and drives). Show willingness and ability to generate thoughtful and creative approaches to problem-solving and daily work tasks. Requirements Fluency in English, both spoken and written (bilingual required). Flexible schedule availability, including afternoon, night shifts, weekends, and mornings as business needs require. Previous experience in a Help Desk, Call Center, or Technical Support environment. Experience with ServiceNow or a similar ticketing system (preferred). Solid understanding of incident, problem, and request management related to end-user PC hardware and software in a Windows environment. Experience with mainframe issues is a plus.