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 BILINGUAL MONITORING TECH SUPPORT SPECIALIST - Mercedita, Puerto Rico, United States

   
Job information
Posted by: GEO Group 
Hiring entity type: Other 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
 
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: Spanish - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 719873722 / Latpro-3605039 
Date posted: Mar-25-2018
State, Zip: Puerto Rico, 00715

Description


Job Snapshot
  • Employee Type:
    Full-Time
  • Location:
    Ponce, PR
  • Experience:
    1 - 3 years
  • Date Posted:
    3/23/2018
Job Description


Facility:  ANDERSON - MONTORING CENTER


Compensation Base:  


Compensation Bonus (if applicable):  


 


Equal Opportunity Employer.




Position is located in Central Indiana.


Starting Pay $13.21 per hour for Bilingual (Spanish/English), $11.54 per hour Non-Bilingual.  After 90 days, employee is eligible for Pay for Performance program with current employees averaging over $5.00/hr additional pay.


Bilingual (Spanish/English) employees receive a $2,500.00 sign on bonus upon completion of training and obtaining a Favorable Suitability Determination through the Department of Homeland Security.


Summary

  • Accepts inbound phone calls from contracted agency personnel. Processes alerts according to contract requirements and provides timely, accurate and effective troubleshooting of elevated hardware and software issues with customer equipment and systems. Acts as a liaison between Monitoring Operations, Monitoring Customer Service, Training, and other departments as required.


Primary Duties and Responsibilities

  • Processes alerts and responds to customer inquiries made by phone or email including special accounts requiring a high level of service
  • Accepts inbound phone calls, troubleshoots, diagnoses and escalates hardware and software issues with customer equipment and software as necessary.
  • Provides advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments.
  • Provides communication to internal departments and management on the status of hardware and software issues being worked.
  • Recommends efficiencies and/or solutions for issues with hardware and software platforms.
  • Ability to communicates technical troubleshooting concepts to a non-technical audience and ensure understanding.
  • Performs other duties as assigned.




 

Job Requirements


Minimum Requirements

  • High School Diploma or GED required.
  • Associates Degree in Computer Science, Information Technology or related field, or two to three years related experience and/or training or equivalent combination of education and experience preferred.
  • 2 years' experience in an information technology support/helpdesk role required.
  • Proficiency in Microsoft Word and Excel.
  • Basic knowledge of hardware and software platforms and the ability to acquire solid knowledge of Company electronic monitoring products quickly.
  • Intermediate level IT and troubleshooting skills.
  • Strong oral and written communication skills (in both English and Spanish if bilingual).
  • Ability to communicate technical concepts to a non-technical audience.
  • Flexibility in handling special projects and assignments.
  • Must be self-motivated with the ability to work independently
  • Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
  • Ability to provide technical mentoring to peers.
  • Ability to meet deadlines and prioritize appropriately.
  • Ability to work with computers and the necessary software typically used by the department.
  • Must be able to obtain a Favorable Suitability Determination through the Department of Homeland Security.



Requirements

See job description.

 

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