Can Someone Explain This Help Desk Position?

My Other Self

I got an e-mail from a recruiter today for a Help Desk Associate - Junior position. Sounds great, but I'm having a difficult time deciphering what kind of help desk this is. There is nothing in the description that makes it sound like a generic HD job so I'm kind of leery. Sounds more like store support with POS systems or something

(I'm not bilingual, either, but I've seen this job posted off an on over the past month so they must have difficulty staffing it)

Provide store support for stores located in Japan, China, and English speaking locations * Research, diagnose, resolve or escalate technical and procedural issues from a retail stores environment via phone call.
* Log and assign tickets as outlined in Department documentation in English.
* Communicate, in market language, to store employees in a manner that is easy to understand and non-technical.
* Efficiently probe to understand the callers issue and quickly resolve or escalate the issue
* Take personal accountability to meet service desk operator key performance measurements and be punctual.
* Actively contribute to meeting the department's shared goals.
* Effectively handle multiple calls at a time when calls are queued or tickets need to be followed up on.
* Clearly document all issues according to ticket logging and problem management requirements.
* Respond quickly to all critical issues answering all emergency calls when available.
* Maintain customer service skills and focus while taking calls.
* Provide quality customer service through communication, composure, empathy, helpfulness, and flexibility.
* Remain cool under pressure and effectively handle stress, change, and uncertainty.
* Understand the business impact of issues a customer reports, have a genuine concern for their situation and act appropriately.
* Identify and report improvements by utilizing the department documentation update process.


Qualifications
* Strong, clear, bilingual verbal skills-English/Japanese, Chinese, Italian, Spanish
* Strong written English skills with good Japanese, Chinese, Italian, Spanish written skills
* Must be willing to work evenings, late nights and/or overnight shifts
* Passion for customer service and resolving issues
* 2 years of Service Desk or equivalent job experience. Retail experience is a plus.
* Proven ability to troubleshoot and resolve technical and procedural issues.
* Ability to react quickly and professionally in stressful situations
* Must be able to follow directions.
* Must be punctual.
* Must be driven and self-motivated.
* Capable of learning both technical and procedural components of the stores environment.
* Must be able to react quickly to change.
* Must be able to handle ambiguity and adapt to cultural differences
* Ability to multitask.

scaredoftests

Yup, sounds like a basic help desk job but with an interesting blend of languages to speak.

My Other Self

[ REMOVED UNNECESSARY QUOTED REPLY FROM PREVIOUS POST Would this be something I should consider? Doesn't look like any PC troubleshooting or anything is involved. It was posted on Dice.

Doesn't help that I'm not remotely bilingual (I can speak some German) but if they got to me then I don't know about the other languages required. This one position seems to keep popping up at the top of the "new jobs" search every few days. It's supporting The Gap, and the pay is nearly $9 more an hour than I am making now (although it is only a contract position for 8 months).

--chris--

Sounds like normal help desk to me. Whoever wrote the add just got real fancy with the details.

scaredoftests

Apply for it. See what happens. The worse that can happen you won't get interviewed. Nothing ventured, nothing gained...

My Other Self

I did a little sleuthing and it sounds interesting enough. How does this work with recruiters? He simply asked if I was available for a contract position... do you then interview with the company itself and see how it goes?

I don't want to over think it, but the position is $25 an hour where as most HD jobs I've been applying for tend to be closer to $15. Seems to be they'd be looking for someone with experience, versus a guy with none whatsoever and no cert to back it up.

scaredoftests

My experience with recruiters is that they ask basic questions and then if they like the answer, they pass it on to the contractor. Go for it.

rsutton

"Effectively handle multiple calls at a time when calls are queued or tickets need to be followed up on. " - This made me chuckle. Seriously, WTF do they expect here; do they want you to take multiple calls concurrently?

Michael2

Wait a minute, you're not bilingual and the guy's already offering you a contract position for a job where one of the requirements is to know Japanese? Seems like a scam to me. I'll be they call you one morning saying, "Oh we need you to send this large amount of money to one of our overseas cusstomers."

Trancewalker

It's not a scam. This is how most recruiters work. They shotgun out the posting to 100's or 1000's of potentials, then weed it down to a few that end up getting sent to the company. I get postings all the time with absurd requirements.

srabiee

A technical job that requires someone to speak English, Japanese, Chinese, Italian, and Spanish fluently. What does this pay, $300,000? Who the hell can speak that combination of languages fluently?? They should have thrown Swahili in as well for S&G.

Kinet1c

This is why I don't deal with recruiters.

gbdavidx

I got emailed that same job it did say Junior and paid in the mid 20's an hr range, i told him I only speak English and i am not trilingual or quadlingual and i haven't heard back from him, i think its for GAP

SweenMachine

srabiee wrote: »

A technical job that requires someone to speak English, Japanese, Chinese, Italian, and Spanish fluently. What does this pay, $300,000? Who the hell can speak that combination of languages fluently?? They should have thrown Swahili in as well for S&G.

A whole of people can do this. Not many Americans, but for example, T-Systems employs people in Germany that speak up to 5 languages fluently. Cuts down head count for places who are global.

Most places in the world aren't as crappy with language as us Americans... haha

-scott

srabiee

I understand that, but I guess it's the combination of Asian languages coupled with both Italian and Spanish that made me go WTF. lol

gbdavidx

its hard enough keeping up with all these certs AND learning multiple languages, F that

--chris--

rsutton wrote: »

"Effectively handle multiple calls at a time when calls are queued or tickets need to be followed up on. " - This made me chuckle. Seriously, WTF do they expect here; do they want you to take multiple calls concurrently?

Exactly this ^^^ I think this is a problem with many job ads. They get so "wordy" and try to hit keywords, the real duties are lost on the person reading the add.

thenjduke

Trancewalker wrote: »

It's not a scam. This is how most recruiters work. They shotgun out the posting to 100's or 1000's of potentials, then weed it down to a few that end up getting sent to the company. I get postings all the time with absurd requirements.

I can speak and write 3 out of the 5 English is not one of them.

My Other Self

gbdavidx wrote: »

I got emailed that same job it did say Junior and paid in the mid 20's an hr range, i told him I only speak English and i am not trilingual or quadlingual and i haven't heard back from him, i think its for GAP

It is for GAP in Rocklin. I still haven't responded. I'm finding it very difficult to rationalize contract work right now when I'm still working (albeit in a different field). Ay yi yi, decisions decisions.