Bilingual Help Desk Analyst (Spanish) (Locals Preferred)

Responsibilities include:

· Monitoring incoming issues that are resolved by the front line Help Desk staff

· Diagnosing the root cause and resolving isolated issues

· Escalating customer issues to development staff

· Recommending product and process improvement strategies based on perceived trends or patterns in field issues

· Working with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches. May assist with the setup of staging or test environments.

Skill
Experience and knowledge of browser-based applications.
Experience researching, analyzing and interpreting automated system problems.
Experience working in a Application/Production Support based (not hardware) help desk environment.
Working knowledge of Social Services and Medicaid programs and systems.

Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.

English/Spanish Bilingual required

Thanks and Regards,

Karan Sharma

510-254-3300 ext. 150