IS Support Specialist (English & Spanish speaking)
CO
Hyland Software
Req #: 13452
Type: Regular Full Time
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Overview: IS Support Specialist (English & Spanish Speaking) Location: Remote - Colombia Work Arrangement: Remote About This Role Hyland is looking for a customer-focused and technically adept IS Support Specialist to join our team. In this role, you will serve as the primary point of contact for all technical requests from Hyland employees, providing exceptional customer service while resolving or escalating a broad range of technical issues. This role requires fluency in both English and Spanish. If you enjoy helping people, solving problems, and working in a fast-paced environment, we'd love to hear from you. Your Role Responsibilities? Here's What You'll Do. * Respond to work order requests for computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members. * Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels including phone, email, direct messaging, and in-person. * Document detailed information regarding work order requests and their resolution to ensure accurate and thorough record-keeping. * Coordinate with external vendor systems regarding warranty registration, purchases, returns, and repairs. * Assist with maintaining inventory levels of all hardware equipment, software, and software licenses. * Comply with all corporate and departmental privacy and data security policies and practices, including Hyland's Information Systems Security Policy. Role Essentials * High School diploma or equivalent; required to complete vendor-specific certifications; up to 5% travel time required. * Fluency in both English and Spanish (written and verbal); oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact. * Strong organizational, multi-tasking, and time management skills; ability to thrive in a fast-paced, deadline-driven environment; strong attention to detail. * Critical thinking and problem-solving skills; sound business and technology acumen; ability to handle sensitive information with discretion and tact. * Collaborative skills applied successfully within a team as well as with all levels of employees across other areas; ability to establish rapport, gain the trust of others, and effectively reach consensus. What We'd Like to See (Preferred Skills) * Experience in an IT support or help desk role; familiarity with ITSM ticketing systems and work order management processes. * Experience troubleshooting hardware and software issues across a variety of devices including computers, mobile devices, and audio/video equipment. * Experience coordinating with external vendors for warranty registration, purchasing, returns, and repair processes. * Familiarity with inventory management practices for hardware and software assets in a corporate environment. * Knowledge of corporate data security policies and best practices; experience handling sensitive information with discretion in a professional setting. About Hyland Hyland is the pioneer of the Content Innovation Cloud(tm), delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. (c) Hyland. All rights reserved. Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com. #HylandLife Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry‑leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee‑centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them. Equal Opportunity Statement Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
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