.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.Our Bilingual Help Desk representative will help connect our customers everywhere they live and work. You will develop experience with a broad range of customer service issues like missing promotions, billing and technical issues. You will take on complex issues ranging from simple billing corrections to understanding the various post-order issues that our customers face. Your day will be spent researching cases to uncover issues, using critical thinking skill to diagnose, then fully resolve problems and follow up with your customers. Using our tools and extensive continuous training we will equip you to understand the customers issues. You will help us uncover opportunities at times with your critical thinking skills as they develop and be a part of the resolution creation. All of this will be accomplished with someone who has strong communication and problem-solving skills who can resolve the problem the first time they interact with the customer.**What you'll do**:Assess the problem and perform initial problem-solving steps using input from multiple monitoring tools, databases and customers to resolve on the first case.Responsible for having a thorough understanding and a high proficiency using:Microsoft Windows & Office Suite - Outlook, Word, Excel, PowerPoint, OneDriveVirtual Private NetworksAble to 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.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 & Device hardware knowledgeMust have 1 year customer care experience, of which at least 6 months should be from help desk technical or support role.**Education Requirements**: High School Diploma required; additional technical certifications or degrees desired.Ability to train/work 5 days (40 hours during operation hours) + 2 resting days per week