Note: The job is a remote job and is open to candidates in USA. Instant Teams is a company dedicated to sourcing qualified talent for various roles, particularly for military-affiliated job seekers. The Bilingual Help Desk Operations Specialist will manage inbound inquiries, triage requests, and enhance customer experience through effective Help Desk operations and collaboration with various teams.
Responsibilities
Respond to inbound customer, employee, and HR inquiries through the Help Desk in a timely, professional, and empathetic manner
Serve as the first line of response for customer inquiries, resolving issues directly whenever possible
Triage and route tickets to the appropriate teams, specialists, or escalation paths to ensure efficient resolution
Monitor Help Desk queues to ensure tickets are progressing appropriately and service level expectations are met
Identify trends, recurring issues, and friction points impacting customer experience
Assess incoming requests and determine the appropriate owner, priority level, and next steps
Escalate urgent, sensitive, or high-impact customer concerns to leadership teams when appropriate
Partner cross-functionally with Leave Specialists, Technical Support, Payroll, Compliance, Customer Success, and Leadership to coordinate issue resolution
Proactively flag at-risk customer experiences, communication gaps, or operational concerns
Assist in building, refining, and improving our AI customer support agent to increase efficiency and improve customer outcomes
Help identify opportunities for automation across customer workflows and Help Desk operations
Partner on testing, documenting, and refining new workflows, processes, and operational improvements
Support ongoing efforts to reduce manual work and improve response times through operational efficiencies
Help maintain, review, and improve Help Center documentation to ensure accuracy, clarity, and usefulness
Identify documentation gaps and recommend updates based on recurring customer questions
Assist with SOP creation and ongoing process documentation to support operational consistency
Occasionally, contact employees or customers by phone to gather additional information, clarify requests, or assist with issue resolution
Provide a calm, empathetic, and professional customer experience, particularly in sensitive situations
Skills
Professional working proficiency in both English and Spanish (written and verbal) is required to support Spanish-speaking clients and partners effectively
Strong written and verbal communication skills with a customer-first mindset
Exceptional organization skills and ability to manage multiple priorities in a fast-paced environment
Strong judgment and problem-solving skills with the ability to triage effectively
Comfortable learning and improving systems, workflows, and technology
Comfortable with AI tools, workflow automation, knowledge bases, or operational systems
Comfortable handling occasional phone conversations with employees and customers
Minimum Education Required: High School/GED
2+ years of experience in customer support, customer operations, help desk, customer success, leave administration, HR support, or a related operational role preferred
Experience working within Help Desk or ticketing systems (HubSpot, Zendesk, Salesforce Service Cloud, etc.) preferred
Benefits
100% remote
Equipment provided
Health | Dental | Vision Insurance enrollment
Short-Term Disability | Long-Term Disability
Life Insurance
PTO
Yuna Health
EAP
401k
Perkspot
Company Overview
Eaton provides technology in power management solutions that provide sustainable solutions that customers effectively manage. It was founded in 1911, and is headquartered in Jundiaí, Sao Paulo, BRA, with a workforce of 10001+ employees. Its website is
