Bilingual Help Desk - Turning Point Global Solutions

We're seeking a highly motivated Bilingual Help Desk Agent with extensive experience to support our cloud-based multi-tiered help desk operations, specifically within the public health sector. The ideal candidate will provide Tier 1 support by resolving user inquiries and issues at the first point of contact, and escalating complex issues to the appropriate tier when necessary.

•Specialty: Government IT Support Services

•Location: Hybrid at Turning Point Rockville MD office

•Salary: commensurate with Experience, Skills, and Education

TurningPoint offers a robust benefits package that includes health, dental, and vision benefits - 100% towards the employee and 80% towards the employee's immediate dependent's standard coverage paid by TurningPoint, a retirement plan with an employer match program, life, AD&D, and disability coverage, and various voluntary benefits.

•Provide Tier 1 support to callers by addressing issues and inquiries across various channels, including phone, email, and text.

•Expected Working Hours: Monday to Friday from 8 AM to 4 PM EST, occasionally 12 PM to 8 PM EST.

•Evaluate the needs of the caller and resolve inquiries and issues at the first level of contact when possible and route complex inquiries to the appropriate Tier 2 or Tier 3 support teams.

•Utilize contact center software, such as Amazon Connect, and ticketing systems, such as Salesforce Service Cloud, to answer, log, and track inquiries and issues, ensuring timely resolution and proper documentation.

•Communicate effectively with callers to understand their needs, provide clear resolutions, and ensure a positive customer experience.

•Facilitate translation services for non-English speaking callers following procedures.

•Fluent in English and Spanish

•3+ years of proven experience in a help desk or customer service role, with a focus on Tier 1 support.

•Strong knowledge of ticketing systems such as Amazon Connect and Salesforce Service Cloud.

•Excellent communication skills, with the ability to listen, understand, evaluate, and resolve customer inquiries efficiently.

•Strong data entry and telephone skills.

•Proficiency in Microsoft Office (Word, Excel, Outlook).

•High attention to detail and a customer-focused approach.

•Minimum High School Diploma with three (3) years of experience or any combination of experience and training, which enables one to perform the essential job functions.

•Associate's degree is preferred.

•Understanding of CDC or federal/state immunization programs.

Turning Point Global Solutions (TurningPoint) is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients. We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services. Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner. TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.

All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.