Technical Support Representative (Bilingual)
Gatestone & Co. Inc, Brooklyn, NY, United States
Requirements
Previous experience in an IT helpdesk or desktop support role
Familiarity with IT service management (ITSM) tools and ticketing systems
Strong troubleshooting capabilities in Microsoft Office, email clients, VPNs, and remote desktop tools
Experience with Windows operating systems
Proficient in English, both written and verbal
Proficient in French, both written and verbal
Flexibility to work various shifts, including overnight and holidays
Capacity to communicate effectively with team members at all levels
Responsibilities
Provide Level 2 support for hardware, software, and network troubleshooting for end‑users
Address IT service requests and incidents through phone, email, and ticketing system
Diagnose and resolve technical issues faced by customers
Escalate complex matters to the relevant teams while ensuring prompt resolution
Maintain thorough documentation of customer records with logs of problems and solutions for future reference
Utilize internal tools and guides to research customer queries and develop solutions
Occasionally cover for teammates during times of unavailability
Seek opportunities to enhance business processes and elevate customer experiences
Identify areas to improve customer service levels
Offer feedback to leadership for a better work environment
Perform various additional duties as required
Company At Gatestone, established in 1926, we pride ourselves on being a leader in providing exceptional outsourced Customer Contact Center and Business Process Outsourcing (BPO) services to renowned organizations, including Fortune 500 companies. We are dedicated to creating a supportive work environment and are currently seeking enthusiastic Technical Support Representatives to join our team. We offer competitive compensation, comprehensive training, career development opportunities, and various employee benefits. This full‑time role requires flexibility, as we operate 24/7, including holidays.
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Previous experience in an IT helpdesk or desktop support role
Familiarity with IT service management (ITSM) tools and ticketing systems
Strong troubleshooting capabilities in Microsoft Office, email clients, VPNs, and remote desktop tools
Experience with Windows operating systems
Proficient in English, both written and verbal
Proficient in French, both written and verbal
Flexibility to work various shifts, including overnight and holidays
Capacity to communicate effectively with team members at all levels
Responsibilities
Provide Level 2 support for hardware, software, and network troubleshooting for end‑users
Address IT service requests and incidents through phone, email, and ticketing system
Diagnose and resolve technical issues faced by customers
Escalate complex matters to the relevant teams while ensuring prompt resolution
Maintain thorough documentation of customer records with logs of problems and solutions for future reference
Utilize internal tools and guides to research customer queries and develop solutions
Occasionally cover for teammates during times of unavailability
Seek opportunities to enhance business processes and elevate customer experiences
Identify areas to improve customer service levels
Offer feedback to leadership for a better work environment
Perform various additional duties as required
Company At Gatestone, established in 1926, we pride ourselves on being a leader in providing exceptional outsourced Customer Contact Center and Business Process Outsourcing (BPO) services to renowned organizations, including Fortune 500 companies. We are dedicated to creating a supportive work environment and are currently seeking enthusiastic Technical Support Representatives to join our team. We offer competitive compensation, comprehensive training, career development opportunities, and various employee benefits. This full‑time role requires flexibility, as we operate 24/7, including holidays.
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