Full Time Technical Customer Service Agent – Spanish

Description

We are entirely remote. You choose your favorite spot to work and help customers every day. It’s all up to you. Though we are scattered worldwide, we keep in touch with everyone daily so you’ll never feel isolated or alone.

We’re interested in your growth. Your career opportunities are limitless. Start in one role, work hard, learn, and we will be more than happy to help you advance in your career.

We are actively looking to hire a qualified candidate to help grow and improve customer success. The Customer Service Agent position is designed to help new and existing clients by producing seamless and professional customer service. The successful candidate has great analytical and comprehension skills, a Great understanding of technology, and 6 months of technical background in his/her work experience.

Requirements

• 6+ months of customer service and sales experience is required.
• Must be proficient in writing and speaking in Spanish. Further evaluation will be done to confirm this.
• Technical certifications including A+, Network+, Security+, or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
• Experience using Salesforce, Bomgar, or Dexter is a plus
• Ability to work on multiple projects and tasks simultaneously in an efficient manner.
• Must be available to work days, evenings, weekends, and holidays – as needed – to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice – as requested – by the management team.
• Must have a history of good attendance.

Responsibilities

• Provide escalated technical product support to customers with and without licensing for our client’s antivirus.
• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Accurately identify and convert customers for our client’s Home Advisors.
• Strive to resolve customer issues with one-chat resolution.
• Meet and exceed biannual goals set forth by Technical Support Management.
• Answer and address support chats from customers.
• Answer and address incoming emails and voicemails from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of the client’s products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust among others.
• Ensure complete resolution of issue(s) in order to prevent customers from having to contact the client again.
• Effectively troubleshoot, resolve, and properly document support chats and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for the client’s knowledge base for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/voicemail support for Customer Service volume when necessary.
• Maintain a favorable image of our client when interfacing with outside sources.
• Accurately track, log, and otherwise tag support requests using the approved CRM, and/or other management-approved tools

Equipment:

• 8GB RAM and Core i5 above or equivalent processor (required)
• Has a stable internet connection of at least 30 +mbps, hardware, and power – with backup in case of outages

Due to the large number of applications we receive every day, we may not be able to get back to everyone individually. Please give us a maximum of two (2) weeks to get back to you about should your skills and qualifications match this or any other opportunity. If we are not able to reach out after the said timeframe your application may not have been successful at this time.