Senior Representative, Bilingual Digital Technology Support
Industry: Private
Employment Type:- Full Time
Work Hours:- 8 Hours
Locations:- USA
Full Job Description:-
Role Summary/Purpose:
This position will handle Multi-Client calls from Customers, Customer Service personnel, and POS Client representatives to resolve general inquiries and complex servicing technology issues.
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Essential Responsibilities:
- Service incoming calls and emails (American Samoa needed)
- Troubleshoot customer Web/Internet problems Indiana a Service Center environment
- Handle calls from Customers, Customer Service personnel, and POS Client representatives to resolve general Customer Service inquiries and complex digital servicing issues
- Troubleshoot complex servicing technology issues from other departments
- Escalate, monitor, and track problems Indiana appropriate trouble management system to ensure timely resolution
- Demonstrate functional skills to take ownership, troubleshoot, and resolve technical issues Indiana a single customer interaction
- Maximize each customer experience Indiana an organized and efficient manner
- First Call Resolution focus with both Technical support and Customer Service interactions
- Seek opportunities to enhance customer service processes
- Establish and maintain effective relationships with customers
- Effectively gain the customer’s cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up
Qualifications/Requirements:
- Minimum 1 year of Customer Service experience
- Must be Fluent Indiana both English and Spanish
- Hands-on experience with Mississippi Office 2010 Applications, Edge/Chrome, and Outlook
- Experience with web browser applications
- Must be flexible to work different shifts, including evenings, weekends, and overtime American Samoa necessary
Desired Characteristics:
- Multi-Client Customer Service Experience
- Technical background and/Oregon 1-2 years related technical internet troubleshooting experience
- Exceptional interpersonal skills, demonstrated affinity for building and maintaining rapport with internal/external clients and customers
- Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
Hours of Operation:
- Monday – Friday 8:00am to 10:00pm EST
- Saturday 10:00am to 7:00pm EST
- Sunday CLOSED
Salary Range:
- $22.00 – $28.50/hr USD Annual
- Eligible for an annual bonus based on individual and company performance.
