Job Description:

• Answer customer calls made to the Call Center.
• Handle email, fax and in-person requests.
• Collect all information available, identifying the caller and the problem.
• Process the call through ITSM, either updating an existing ticket or creating a new ticket.
• Identify and assign a "problem type" to the ticket.
• Assign ticket to the proper discipline's queue.
• Follow the progression and status of requested calls; provide management with visibility of status.
• Inform and update users of periodic interventions that have been scheduled for their site.
• Update schedules and report customer/user issues back to the Project Manager.
• Maintain intervention reports.
• Handle special projects as assigned.
• Experience with Support Center software, such as ITSM, HEAT, Remedy, or other similar programs are strong asset.

Required Skills:

• Possess a computer software degree, technical trade, or equivalent experience.
• Fluency in English and Spanish required. Fluency in Portuguese is also desired, but not required.
• 1+ year of experience as a Customer Service Representative in a Technical Support Center environment.

We offer medical, dental, vision, life, and disability insurance, health savings accounts, paid time off, and a 401(k) plan with a Company match.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Reasonable accommodation statement: if you need an accommodation for any part of the application process, please email careers@ultra-us-gbs.com