Bilingual Technical Support Representative

About the role

The Bilingual Technical Support Rep is responsible for handling incoming calls, emails and chat requests received via direct contact or Tech Support line. Must assist both English and Spanish speaking customers.

Shift Hours

Monday-Friday 12:30pm-9:00pm EST

What you'll do

• Answer incoming calls to the department via the automated call distribution center or direct line and provide callers with needed assistance
• Assist callers with training and troubleshooting support to address problems or concerns
• Respond to email messages and chat requests and work with customers to resolve issues
• Document all calls and interactions including emails and chat requests in the Call Center database
• Arrange for product repairs when necessary
• Update customer demographic or personal information in the database
• Escalate problems/issues to the Supervisor Technical Support when warranted
• Perform various other tasks as assigned

Minimum Requirements

• A High School diploma
• An Associate Degree in Information or Computer Science preferred
• Previous call center experience a plus

What you'll bring

• Interpersonal skills, oral and written communication skills
• Annunciation and effective customer service phone skills
• Ability to adapt communication style to better respond and meet the needs of the caller
• Must be fluent (verbal and written) in both English and Spanish
• MS Office Word and Outlook Windows navigation skills
• Keyboarding skills
• Familiarity with database applications, spreadsheets, relational databases a plus
• Win CE operation systems experience preferred
• Customer service orientation
• Ability to maintain composure during stressful situations
• Troubleshooting skills
• Detail oriented

Work Environment Requirements

• Able to sit at a desk for a prolonged period of time