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Bilingual Customer Service / Tech Support Agent (Spanish)

Fri, 04/09/2010 - 21:21 — administrator

Bilingual Customer Service / Tech Support Agent (Spanish)

Position Summary
Bilingual Customer Care Agent supporting Spanish-speaking Latin American users. The Customer Care Agent must be someone who is passionate about assisting customers and committed to owning the delivery of an exceptional experience to the company's users. We are looking for someone who enjoys a challenge and has had experience participating in a collaborative environment.

  • RESPONSIBILITIES
  • Handle escalation through email support as presented by the Tier 1 and Tier 2 support teams or internal escalations
  • Responsible for tracking and responding to customer contacts within the contracted Service Level targets
  • Achieve key performance objectives as identified by Team Supervisor
  • Maintain and exceed operational metrics to include hourly productivity measurements, backlog %, quality, and CareSat
  • Report bugs to Engineering teams; develop and implement fast and accurate resolutions to these concerns
  • Create and implement effective solutions
  • Adhere to scheduled shift (operate in a 7 day a week, 24 hour environment)


  • QUALIFICATIONS & SKILLS
  • High school degree required. Some College or IT certification such as A+ or MCP preferred
  • Exceptional customer service skills
  • Excellent written and verbal communication skills both in English and Spanish
  • A minimum of 6 months experience providing help desk support on a high-profile technical environment
  • 1 year experience supporting web mail clients and desktop mail clients preferred
  • Punctual, well organized, with the ability to multi-task and prioritize workload
  • Experience working with e-mail, phone, and/or chat management systems and ticketing systems
  • Vast knowledge of Internet Explorer, Microsoft Office suite; including Excel, and other web-based applications.
  • Must be flexible to working various schedules within a 24/7 environment
  • Exceptional PC troubleshooting and problem-solving skills
  • Strong interpersonal and time management skills
  • Must demonstrate the ability to work cooperatively with internal customer care team, Producers, Engineering, outsourcing partners and management.
  • Proven ability to work independently in a very fast-paced environment.
  • Must be flexible and able to work at least one weekend day per week, as assigned
  • Some evening work / overtime may be necessary

    • Education: High School
    Shift: Employees can work 5x8's or 4x10's - All shifts available - 40 hours (or more) per week; MUST be available to work ALL days of the week.
    Compensation: Depending on Experience.
    Location: Hillsboro, OR
    Duration:

    Customer Service - Technical Support

    Fri, 04/09/2010 - 20:45 — administrator

    Our Inbound Call Center client in Hillsboro, OR is looking for highly-motivated, service-oriented, technically-savvy individuals to join our technical support group. The ideal candidate would have a mix of people and technical skills and the desire to excel in a growing company where the focus is on customer satisfaction. Representatives are empowered to make decisions to ensure our customers have the best experience possible.

    Outstanding benefits package that includes Medical, Dental and Vision coverage, paid time off, 401(k) matching, employee stock purchase program, holiday pay and much more.

  • RESPONSIBILITIES
  • Provide exceptional service and technical support in an inbound call environment
  • Effectively understand, assess and take personal ownership to resolve a wide variety of customer issues
  • Provide feedback on product performance and trends to Technical Support, Product Development and other internal teams
  • Ensure accurate and timely documentation of customer interactions and technical issues
  • Support and demonstrate commitment to quality principles
  • Take ownership for individual statistics and other call center productivity and quality metrics
  • Accept coaching and feedback
  • Interact positively with other team members
  • Adhere to scheduled shift (we operate in a 7 day a week, 24 hour environment)


  • QUALIFICATIONS
  • A passion for service and the desire to be a part of an amazing future
  • Exceptional customer service skills
  • Ability to articulate complex issues in an easy-to-understand manner
  • Must be decisive, results-oriented and a creative thinker with problem-resolution skills
  • A minimum of twelve months technical support experience; business to consumer and call center experience preferred
  • Strong computer application skills including: MS Office; experience maintaining customer information in electronic databases desired
  • Proven troubleshooting with hardware and/or software, network configuration experience desired
  • Strong oral/written communications skills
  • Must be flexible to working various schedules within a 24/7 environment
  • Strong customer orientation, both internally and externally
  • Strategic thinking both technically and about the business as a whole.
  • Ability to execute successfully on business strategy
  • Self motivated / self starter
  • Desire to work in a fast- paced, evolving, and dynamic environment
  • Love of challenges and the sense of pride it brings to solve them
  • Ability to work well in a cross functional environment
  • Strong background in Microsoft Windows applications - 2000, Me, XP, Vista, etc.
  • Strong background in computer networking & high speed internet
  • Computer Gamers encouraged
  • Strong Technical Support background

    • Education: High School
    Shift: Employees can work 5x8's or 4x10's - All shifts available - 40 hours (or more) per week; MUST be available to work ALL days of the week.
    Compensation: Pay starts at $18.50 per hour plus shift differential.
    Location: Hillsboro, OR
    Duration: DIRECT HIRE


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