Bilingual Technical Customer Support, Ring, Ring

About the role

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.

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
• Aid in 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

Qualifications

• 2+ years of customer service experience
• 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
• Deliver courteous and efficient support to external customers
• 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

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location.

Schedule

Work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies.