Technical Call Center Agent-Bilingual-Spanish
About the role
Provide front-line support to business-to-business clients (non-consumer) via phone, email and chat to customers on various Panasonic products. Assist customers in basic troubleshooting and provide support for Panasonic software applications. Create repair orders, process service loaners/exchanges, and otherwise assist customers with technical issues within established guidelines.
Responsibilities
- Provide exemplary customer service to internal and external customers
- Support for product specific incoming calls, chats and emails
- Demonstrate timely and efficient resolution of customer contacts
- Exercise empowerment within guidelines when accommodating customers
- Evaluate, research and escalate as appropriate for skill level
- Support customer requests for general inquiries and route as appropriate
- Accurately document customer contacts within product-specific ticketing systems
- Demonstrate efficient and appropriate use of resources
- Demonstrate knowledge and ability to learn new products and product types
Requirements
- Previous call center experience preferred
- Fundamental understanding of electronics required
- Ability to read and understand technical documents and manuals
- PC literate with the ability to use Microsoft Word, Excel and Power Point
- Ability to perform multiple tasks simultaneously
- Ability to work in a diverse, team-based environment
- Ability to work independently with limited guidance
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
- Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
Benefits & Perks
- Health Benefits – Medical, dental, and vision
- Voluntary Benefits – Life, accident, critical illness, disability, and pet insurance
- Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions
- Paid Time-Off Benefits – PTO, holidays, and volunteering (company sponsored events)
- Health Management and Wellbeing Programs – EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program
Company Overview
As technology evolves at a resounding pace, so too do the needs of our customers and the communities they serve. Support in today’s market has transitioned from simple warranty support to complex end-to-end solutions. With comprehensive service and support offerings, our job is to keep your team well-equipped, productive, and connected. Our highly trained staff of technicians provides expertise ranging from hardware integration and warranty support to product customization and field-ready kitting. Our multilingual customer engagement specialists are on standby, ready to assist your team with advanced troubleshooting and diagnostics 24/7/365. We are committed to providing best-in-class service and solutions, ensuring successful outcomes and enhancing the customer’s experience.
Pay
The wage range of $17.00 - $20.00 is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.
Schedule
Details on the schedule will be provided during the interview process.