Bilingual Customer Support Specialist

About the role

The Customer Support Specialist provides support and step-by-step solutions for end-user (customer) software-related questions. Support is provided by clearly communicating solutions in a user-friendly and professional manner. The person in this position must be engaging, service-oriented, and technically minded. Customer Support Specialists commit to excellence and provide the best customer experience.

Responsibilities

• Deliver excellent customer service and support to end-users via remote connection over the telephone for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
• Interact with customers and utilize available resources to identify customer needs and find resolutions
• Follow standard processes and procedures with the ability to improvise solutions as needed
• Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines
• Offer alternative solutions where appropriate with the objective of retaining customer’s business
• Follow up and make scheduled call backs to customers where necessary
• Stay current with software changes/updates and participate in training as required

Requirements

• Punctual, regular, and consistent attendance
• Professional phone etiquette
• Excellent communication skills, both verbal and written (typing/email)
• Ability to communicate technical information to non-technical audience
• Active listening skills
• Multi-tasking capabilities
• Understand the scope of support to be provided to the customer and ability to recognize when an issue needs to be escalated to Tier 2 support
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Make customer’s needs a primary focus of one’s actions, developing and sustaining productive customer relationships

Qualifications

• Associate degree or equivalent work experience required
• 1+ years' of customer service experience
• Experience with Accounting principles is preferred
• Previous experience with software support, networking and troubleshooting hardware is also preferred
• Intermediate knowledge of the Windows 10 operating system and networking
• Proficiency with Microsoft Office applications

Skills

• Intermediate knowledge of the Windows 10 operating system and networking
• Proficiency with Microsoft Office applications

Benefits

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development

Pay

$23 - $25/hour DOE

Schedule

This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods. Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees. Use of computer, telephone, and other office equipment for the greater part of the workday. Occasional travel may be required for this position.