Helpdesk Support Specialist
About the position We are hiring a Help Desk Support Specialist to support a nationally recognized web-based compliance training platform used by universities and research institutions across the country. This is a highly visible, customer-facing role that requires excellent communication skills, professionalism, and the ability to handle a high volume of technical support requests via phone and email.
Responsibilities
- Provide excellent customer service while handling a large volume of technical support requests via phone and email from researchers, professors, administrators, and other users.
- Record all customer interactions and log calls in help desk software.
- Work closely with help desk staff to administer the platform, including enrolling users, updating institutional information, and troubleshooting user-related issues.
- Set up and maintain new user accounts, profiles, and password resets.
- Perform other duties as assigned.
Requirements
- Bilingual in English and Spanish (required).
- High school diploma or equivalent.
- 1-2 years of experience in customer service and/or technical support in a call center environment.
- Excellent oral and written communication skills in English with a minimum typing speed of 35 WPM.
- Strong knowledge of HTML and web-based programs.
- Ability to perform in a high-paced, interactive environment where professionalism is essential.
- Self-motivated, resourceful, and able to work independently as well as part of a team.
- Must be local to Fort Lauderdale and able to come onsite as needed.
Nice-to-haves
- Knowledge of web-based training platforms, IRB/IACUC processes, HIPAA, or university-based research.
- Experience with bilingual technical support.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)