Position Title: Help Desk Operator - Intermediate (OnSite)
Capitol Bridge is seeking a dynamic and experienced individual to join our team as an Intermediate Help Desk Operator in Isabela, PR, to support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance.
Location: Isabela, Puerto Rico
Pay and Benefits:
- Salary: 16.54 p/h
-
Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included)
- Company sponsored Life Insurance.
- 401K Retirement plan.
- Vacation Leave and Sick Leave
- Employee Assistance Program
- Paid Training
- Paid Holidays
Position Overview:
The Intermediate Help Desk Operator delivers front-line customer support by handling inbound and outbound calls, emails, and inquiries from DEA registrants and clients. This role focuses on resolving routine issues quickly and accurately while escalating complex matters to senior operators. Strong multitasking, attention to detail, and a commitment to meeting service performance standards are essential.
Key Responsibilities:
- Expected to answer calls (inbound/outbound) and emails in addition to other source items.
- Provide world-class customer service and assist clients with problems or issues.
- Able to handle large orders and tasks at one time by multitasking.
- Provide support to both clients, DEA registrants and contractors.
- Must be accurate and efficient with all documentation and delivery of services.
- Provide customer support services to the DEA registrant community.
- Respond to customer issues utilizing problem recognition, research, isolation, resolution, and follow-up steps to resolve the issue.
- Provide first-tier support to end users for call support and resolve less complex problems immediately. More complex problems shall be referred to senior level Help Desk Operators.
- Possesses specialized experience which may include, but is not limited to: acquisition, finance, material, supply chain, personnel, data and other management areas. Analyzes customers' needs to determine functional requirements. Performs functional responsibilities in an independent manner.
- Meet or exceed all project requirements and metric performance requirements such as Quality Assurance, Average handle Time, Adherence and Attendance.
- Be able to accept critical feedback and implement changes quickly.
- Be able to adapt to change.
Screenings Requested:
You may receive requests for background checks, credit checks and/or drug screening regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity. *Please be aware that our organization and our client adhere to stringent security regulations, necessitating a thorough background screening process for all potential hires. We value transparency and want to inform you that this screening may result in a delay of at least 60 days prior to onboarding. Rest assured, we are committed to maintaining a secure and compliant work environment. We appreciate your understanding and cooperation as we prioritize the safety and confidentiality of our operations.
Reasonable Accommodation:
If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
EEO Statement:
Capitol Bridge, Inc. is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Texting Notice:
We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.
Qualifications:
- High School Diploma or High School Equivalency required
- Minimum of six (6) years of experience, including two (2) years as a customer support services operator/analyst
- Bachelor’s Degree preferred (equivalency accepted: one year of education equals one year of experience, and vice versa)
- Being a multilingual speaker is a plus
- Certifications: None required
