Note: The job is a remote job and is open to candidates in USA. Instant Teams is a company dedicated to sourcing qualified talent for various roles, particularly for military-affiliated job seekers. The Bilingual Help Desk Operations Specialist will manage inbound inquiries, triage requests, and enhance customer experience through effective Help Desk operations and collaboration with various teams.

• Responsibilities
• Respond to inbound customer, employee, and HR inquiries through the Help Desk in a timely, professional, and empathetic manner
• Serve as the first line of response for customer inquiries, resolving issues directly whenever possible
• Triage and route tickets to the appropriate teams, specialists, or escalation paths to ensure efficient resolution
• Monitor Help Desk queues to ensure tickets are progressing appropriately and service level expectations are met
• Identify trends, recurring issues, and friction points impacting customer experience
• Assess incoming requests and determine the appropriate owner, priority level, and next steps
• Escalate urgent, sensitive, or high-impact customer concerns to leadership teams when appropriate
• Partner cross-functionally with Leave Specialists, Technical Support, Payroll, Compliance, Customer Success, and Leadership to coordinate issue resolution
• Proactively flag at-risk customer experiences, communication gaps, or operational concerns
• Assist in building, refining, and improving our AI customer support agent to increase efficiency and improve customer outcomes
• Help identify opportunities for automation across customer workflows and Help Desk operations
• Partner on testing, documenting, and refining new workflows, processes, and operational improvements
• Support ongoing efforts to reduce manual work and improve response times through operational efficiencies
• Help maintain, review, and improve Help Center documentation to ensure accuracy, clarity, and usefulness
• Identify documentation gaps and recommend updates based on recurring customer questions
• Assist with SOP creation and ongoing process documentation to support operational consistency
• Occasionally, contact employees or customers by phone to gather additional information, clarify requests, or assist with issue resolution
• Provide a calm, empathetic, and professional customer experience, particularly in sensitive situations

• Skills
• Professional working proficiency in both English and Spanish (written and verbal) is required to support Spanish-speaking clients and partners effectively
• Strong written and verbal communication skills with a customer-first mindset
• Exceptional organization skills and ability to manage multiple priorities in a fast-paced environment
• Strong judgment and problem-solving skills with the ability to triage effectively
• Comfortable learning and improving systems, workflows, and technology
• Comfortable with AI tools, workflow automation, knowledge bases, or operational systems
• Comfortable handling occasional phone conversations with employees and customers
• Minimum Education Required: High School/GED
• 2+ years of experience in customer support, customer operations, help desk, customer success, leave administration, HR support, or a related operational role preferred
• Experience working within Help Desk or ticketing systems (HubSpot, Zendesk, Salesforce Service Cloud, etc.) preferred

• Benefits
• 100% remote
• Equipment provided
• Health | Dental | Vision Insurance enrollment
• Short-Term Disability | Long-Term Disability
• Life Insurance
• PTO
• Yuna Health
• EAP
• 401k
• Perkspot

• Company Overview
• Eaton provides technology in power management solutions that provide sustainable solutions that customers effectively manage. It was founded in 1911, and is headquartered in Jundiaí, Sao Paulo, BRA, with a workforce of 10001+ employees. Its website is