Americas ASC CIC Analyst; Must Speak Spanish or Portuguese

Americas ASC CIC Analyst (Must Speak Spanish or Portuguese) - Urgent Need

Location:

San Antonio, TX

Duration: 12 Months

Total Hours/week: 40.00

Shift: 1st Shift

Client:
Medical Device Company

Job Category:
Human Resources

Level Of

Experience:

Entry Level

Employment Type:

Contract on W2 (US Citizens or GC Holders Only)

Workdays/hours:
Must be available to work between 6:00 am – 6:30 pm, M-F, 9 hour shifts per day (including 1 hour for lunch)

• Receive and respond to inbound inquiries and communications from internal client customers regarding matters in the Americas
• Help process routing activities in the human capital management system to ensure efficient and effective delivery of services supporting the Americas
• Process inbound Tier 1 Associate Service Center (ASC) interactions from customers via both phone and email to include general inquiries, feedback, or notification of incidents, using resource guides and knowledge base articles to provide appropriate responses
• Use computerized system for tracking, information gathering, and/or troubleshooting
• Respond to inquiries and resolve problems of basic to moderate complexity
• Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC
• Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal
• Perform proactive outbound follow-up communications, as necessary
• Execute tasks in accordance with standard operating procedures, including data entry transactions in Workday or other systems
• Build customer relationships throughout the operations supported by the Americas ASC

• High School Diploma or equivalent
• Must be available to work between 6:00 am – 6:30 pm, M-F, 9 hour shifts per day (including 1 hour for lunch)
• Must be proficient in English; bilingual and fluent in Spanish and/or Portuguese is a plus; must possess a professional phone voice
• Minimum of 1-2 years related experience in a Customer Service or Shared Services environment
• Basic computer proficiency and experience with Microsoft Office Suite (Word and Excel)
• Demonstrated remote/virtual phone or onsite customer service orientation support skills and experience
• Must be willing to provide 100% phone and email customer service support for 8-9 hours per day
• Experience using a case management system, knowledge portal and navigating an HRIS/ERP software system such as Taleo, People Soft or SAP
• Ability to resolve routine problems and questions independently
• Attention to detail and effective time management
• Excellent oral and written communication skills with the ability to independently compose routine written communications
• Ability to work in a fast-paced team environment and quickly learn new concepts
• Multi-tasking capabilities to manage several case loads
• This role may require occasional overtime on an as-needed basis

• Entry level

• Contract on W2

• Business Development and Sales

• Staffing and Recruiting