Bilingual Help Desk Agent (English and Spanish)

Employer
Westat
Location
Rockville , MD
Posted
Oct 29, 2021
Closes
Nov 26, 2021
Industry
Research
Hours
Full Time
Westat is seeking a Bilingual Help Desk Agent (English and Spanish) with the ability to support projects receiving requests for assistance via phone, email, and voice mail. A successful candidate should possess excellent verbal and written communication skills in English and Spanish, be detail oriented and have a highly organized approach to work and strong problem-solving skills.  This important field help desk is critical to support our field interviewers, respondents, home office staff, and other project participants. Field Help desk staff should remain calm and patient under pressure and thrive in a team environment. They also support equipment shipment and receipt.
 
Responsibilities:
- Answer technical calls, emails, and voicemails and document issue details into customized tracking systems.
- Solve or troubleshoot problems that relate to the technical support of a wide variety of issues including hardware, survey software and various systems, debit cards, and data transmissions.
- Answer procedural questions that require a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.
- Provide administrative tasks to other areas or functions of the project on an as needed basis, such as those requiring the use of Microsoft Office products or creating FedEx labels.
- Assist with the configuration of laptops, shipping and receipt of equipment, and equipment tracking.
- Work in our Rockville office, as needed.
 
Requirements:
- A High School Diploma and some computer courses required to apply
- Must have customer service experience
- Fluent in English and Spanish
- Available 11:30am - 8:00pm, Wednesday - Sunday or Thursday - Monday.
 
Protecting the health and safety of our employees and survey participants is a top priority for Westat. As a federal government contractor, Westat will require Westat staff, regardless of work location, to provide proof that they are fully vaccinated against COVID-19 upon hire or prior to December 8, 2021, whichever is later, and to follow all safety protocols, subject to approved accommodations under applicable law.
 

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.