Hybrid Bilingual IT Help Desk & Customer Service Representative – Multilingual Technical Support for Field and Scientific Operations

About arenaflex

arenaflex is a leading provider of innovative technology solutions that empower scientific research, field operations, and enterprise collaboration worldwide. With a commitment to excellence, arenaflex delivers cutting‑edge IT services, robust infrastructure, and seamless user experiences to a diverse portfolio of clients ranging from academic institutions to large‑scale field projects. Our culture is built on curiosity, continuous learning, and a passion for solving complex problems. As we expand our global footprint, we are looking for talented individuals who thrive in dynamic environments and are eager to make a tangible impact on the way technology supports critical scientific and field‑based initiatives.

Position Summary

The Hybrid Bilingual IT Help Desk & Customer Service Representative role is a pivotal part of arenaflex’s Specialty Service Desk team. You will be the first point of contact for end‑users, providing world‑class technical support across multiple communication channels—including chat, phone, email, and web portals. This position blends technical troubleshooting with exceptional customer service, ensuring that both English‑ and Spanish‑speaking users receive timely, accurate, and courteous assistance. You will log, triage, resolve, or appropriately escalate incidents, while maintaining rigorous documentation standards in our ticketing platform.

Key Responsibilities

• Serve as the primary contact for inbound inquiries (calls, chats, tickets) from arenaflex employees and partners in the Field and Scientific divisions.
• Accurately create and update tickets in the arenaflex ServiceNow system, documenting every step in line with quality and compliance standards.
• Perform initial troubleshooting to resolve issues or efficiently route them to Tier 2 support teams, ensuring clear communication of expectations to end‑users.
• Research and resolve complex application and business‑process problems specific to field‑based scientific workflows, identifying patterns and recommending preventive measures.
• Provide proactive follow‑up and status updates to end‑users, diligently working to meet or exceed Service Level Agreements (SLAs).
• Leverage arenaflex’s Knowledgebase to address common queries and author draft articles that fill knowledge gaps for future reference.
• Participate in application testing, upgrades, deployments, and internal Service Desk projects, contributing ideas that improve service delivery.
• Adhere to all established Service Desk processes, procedures, and security protocols, championing continuous improvement and innovation.
• Collaborate with cross‑functional teams to drive quality initiatives, share best practices, and enhance overall support efficiency.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Minimum of 2 years of experience in a technical support or help‑desk environment, preferably within a multilingual or bilingual setting.
• Demonstrated proficiency in both English and Spanish (spoken and written), with the ability to communicate complex technical concepts clearly to non‑technical users.
• Hands‑on experience with ServiceNow or a comparable IT Service Management (ITSM) platform, including ticket creation, workflow management, and reporting.
• Strong troubleshooting skills across Windows, macOS, and common enterprise applications (e.g., Office 365, VPN, remote desktop tools).
• Excellent interpersonal skills, with a customer‑centric mindset and the ability to remain calm under pressure.
• Solid understanding of ITIL best practices and a commitment to adhering to defined processes and SLAs.
• Ability to work both on‑site and remotely, adapting to hybrid work schedules and varying time zones as needed.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience supporting scientific or field‑based applications such as data acquisition software, GIS tools, or laboratory information management systems (LIMS).
• Familiarity with scripting languages (PowerShell, Bash) for basic automation tasks.
• Exposure to cloud environments (AWS, Azure, Google Cloud) and related support processes.
• Previous involvement in knowledge‑base development or technical documentation initiatives.

Core Skills & Competencies

• Technical Acumen: Ability to diagnose hardware, software, and network issues quickly and accurately.
• Communication Excellence: Clear, concise, and empathetic communication in both English and Spanish, tailored to diverse audiences.
• Problem‑Solving Mindset: Proactive research skills, willingness to dive deep into complex issues, and a knack for identifying root causes.
• Time Management: Efficiently prioritize multiple tickets, manage workload, and meet SLA commitments.
• Team Collaboration: Strong partnership skills, contributing to team knowledge sharing and collective success.
• Adaptability: Comfortable navigating evolving technologies, processes, and organizational changes.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in the professional development of our team members. As a Hybrid Bilingual IT Help Desk Representative, you will have access to:

• Structured mentorship programs with senior engineers and IT leaders.
• Continuous learning portals offering certifications in ITIL, ServiceNow, cloud platforms, and cybersecurity.
• Opportunities to transition into specialized roles such as Tier 2/3 support, system administration, or project management.
• Cross‑departmental exposure to scientific research initiatives, providing a unique perspective on how technology drives discovery.
• Regular internal workshops on emerging technologies, soft‑skill development, and leadership training.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative workplace where every voice matters. Our hybrid model blends the flexibility of remote work with the energy of on‑site collaboration, ensuring you have the tools and support needed to excel. Key cultural pillars include:

• Innovation: Encouraging creative problem‑solving and the exploration of new ideas.
• Integrity: Maintaining transparency, ethical standards, and accountability in all interactions.
• Diversity & Inclusion: Celebrating diverse backgrounds, languages, and perspectives to enrich our community.
• Well‑Being: Offering wellness programs, mental‑health resources, and flexible scheduling to promote work‑life balance.
• Community Impact: Supporting scientific research that advances knowledge and benefits society.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $22 to $24, commensurate with experience and bilingual proficiency. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• Retirement savings plans with company matching contributions.
• Paid time off, holidays, and flexible vacation policies.
• Employee assistance programs, including counseling and financial planning.
• Technology stipend for home office setup and ongoing equipment upgrades.
• Professional development budget for certifications, conferences, and training.
• Recognition programs that celebrate outstanding performance and innovation.

How to Apply

If you are passionate about delivering exceptional bilingual technical support and want to grow your career within a forward‑thinking organization, we invite you to apply today. Click the link below to submit your application through our secure portal.

Apply Job!

Join arenaflex and Make an Impact

At arenaflex, your expertise will directly influence the success of critical scientific missions and field operations worldwide. By joining our Specialty Service Desk, you become part of a dedicated team that values curiosity, collaboration, and continuous improvement. We look forward to welcoming a proactive, bilingual problem‑solver who is ready to elevate the end‑user experience and drive service excellence.

Take the next step in your career—apply now and become a vital part of arenaflex’s mission to empower technology‑enabled discovery.