.At AT&T, we bring the world together with technology in ways you never imagined. Whether it's your next big idea or the newest innovation, we're looking for people like you to lead the way. It's an opportunity to combine your passions for entertainment, media and technology to transform our company and your career. Step into a future with AT&T.As a **Bilingual Help Desk Associate**, you'll help connect our customers everywhere they live and work. You'll work with personal and business customers to resolve a variety of technical issues on smartphones and wearables that connect to our wireless network, supporting everything from simple device settings to complex technical challenges. Your day will be spent using your critical thinking to research technical cases in a wide variety of internal and extenral sources, and identify a root cause, how to fix, as well as follow up with the customer to implement the solution and ensure satisfaction.Using your technical tools, extensive training, and critical thinking, you'll be an ambassador to the customer's resolution. You'll be equipped and empowered to not only understand what's occurred prior to and during the customer's case, but also continue with diagnosing, researching and solving complex problems that may require additional expertise. You'll be able to identify when customer contact is justified, and based on your research you'll have all the information and resources you need for one contact resolution.**You should be able to**:- Assess the problem and perform in depth trouble-shooting steps using input from multiple monitoring tools, databases and collaborative teams to resolve the issue and prevent it from recurring.- Use with high proficiency: Microsoft Windows & Office Suite - Outlook, Word, Excel, PowerPoint, OneDrive / Operating systems (iOS & Android) / Apple & Google Products - Cloud Services, Messaging / Virtual Private Networks- Work incoming cases while managing the necessary customer follow ups, making sure that all customer issues are handled to resolution.- Continually identify and propose new ideas for improving department effectiveness.- Inform peers of any software or hardware fixes learned by documenting the symptoms and relevant fixes. Keep all staff informed of any perceived trends, positive or negative, in tickets being received and/or solutions being deployed.**Who makes a great fit for the role? There are a few must-haves**:- Advanced English Fluency to engage with U.S. customers and read, write, and understand technical documentation.- Preferred experience utilizing common Service Desk tools (search engines, resource libraries) to gather critical information needed to resolve issues and inquires.- Basic desktop, laptop & hardware knowledge- High School Diploma required; additional technical certifications or degrees desired