Bilingual Technical Customer Support, Ring, Ring

About the role

At Ring, our Bilingual Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to Spanish and English-speaking Ring customers. The team is looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. Customer Support representatives are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally in both Spanish and English, with maturity and self-confidence.

Responsibilities

• Provide prompt, efficient, detailed service by engaging directly with Ring's customers
• Serve as a voice and advocate for customers when concerns are surfaced
• Work with customers to understand how they use Ring products to resolve their issues and maximize their investments
• Act as an advocate for customers by reporting and addressing observed areas for improvement
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience
• Assist with customer communication and troubleshooting during Ring product launches
• Work across the customer support spectrum to ensure consistent, high-quality support
• Develop detailed knowledge of specific product lines and features
• Handle various types of customer contact including chat, email, inbound and outbound voice calls

A day in the life

Ring Technical Customer Support assists customers with their device needs. You will support customers with device account and billing maintenance, account and device setup, and technical troubleshooting daily to ensure their devices are operating as expected and customer accounts are in order. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other Ring teams to identify, document, and escalate emerging issues.

Basic qualifications

• 2+ years of customer service experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience with Microsoft Office products and applications
• Speak, write, and read fluently in Spanish
• Experience delivering courteous and efficient support to external customers
• Ability to identify and troubleshoot issues logically and efficiently
• Willingness for continuous learning

Preferred qualifications

• A drive to dig into the details of systems and processes to solve customer problems
• Ability to document technical customer issues in notes that are easily understood by other users
• Technical curiosity and enthusiasm for learning new technologies and helping customers succeed
• Proven success working in a fast-paced support environment
• Experience using Salesforce CRM
• Experience working with Eero, Ring-compatible devices, and security alarm systems

Pay

$17.00 - $27.00 USD hourly, depending on location and qualifications.

Benefits

Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, and 401(k) matching.