Spanish Bilingual Customer Support Technician

4 weeks ago

Quezon City, National Capital Region, Philippines KMC Solutions Full time
Spanish Bilingual Customer Support Technician

We are looking for a Spanish Customer Support Technician who will receive all incoming communications from calls, chat, emails, and/or web tickets. The successful candidate will update user profiles and tickets with the correct information. All customer support representatives need to make the customer feel important, understand their concerns, ask probing questions, provide effective troubleshooting, and escalate tickets to Team Leaders as needed.

Responsibilities
  • Provide exceptional world-class customer service and effective troubleshooting for assigned tasks.
  • Inbound/outbound call handling with a minimum of 7 hours 30 minutes.
  • Resolve all assigned Severity 1-3 tickets.
  • Maintain average ticket handling times: 60 minutes for Severity 3; 2 hours for Severity 2; 4 hours for Severity 1.
  • Maintain an average ticket life of 72 hours.
  • Maintain an average of 4 hours response time to tickets.
  • Maintain an average call handling time of 30 to 60 minutes.
  • Exhaust all troubleshooting before escalating to the Territory Manager.
  • Ensure all information is properly documented.
  • Accomplish troubleshooting tasks as provided by Technician II, Product Specialist, or Territory Manager.
  • Establish a solid understanding of Enseo Tools and Services (e.g., High-Speed Internet Access, Guest Room Entertainment, Cable TV Technology, Alert Technology, Room Controls).
  • Understand PAN, LAN, WLAN, DOCSIS, WAN and other network connection types.
  • Provide attentive, patient, dedicated, and innovative technical support to customers via phone, email, chat, and remote management software in a timely and professional manner.
  • Be proactive in raising new tickets regarding concerns and coordinate internal support to resolve issues for customers.
  • Identify critical tickets and escalate immediately.
  • Train Customer Support Associates as needed.
  • Must be available for regular and rest-day overtime.
  • Perform other duties as assigned by Leaders.
Qualifications
  • Positive attitude with empathy, patience, and excellent interpersonal skills.
  • Ability to build rapport, communicate clearly, and diffuse difficult situations with professionalism and confidence.
  • Bilingual proficiency: strong command of English and Spanish (listening, speaking, reading, and writing), with at least a B2 level in Spanish; English proficiency should be at a comparable level.
  • Familiarity with Windows 10 or higher and MS Office is required for essential computer tasks.
  • Exposure to Zendesk is beneficial, but not compulsory.
  • Strong logical reasoning, troubleshooting, and problem-solving abilities.
  • Excellent attention to detail and documentation accuracy.
  • Ability to resolve moderate to advanced internet connectivity issues (e.g., LAN/Wi-Fi).
  • Understanding of what defines a great customer experience.
  • Prior experience in a BPO or technical support environment is a plus but not required.
  • Willingness to work onsite at SM North EDSA during graveyard shift schedules.
  • Applicants must have proficiency in English and Spanish; those lacking either language will not be considered.
  • The use of a translator during interviews is not permitted.
Job Details
  • Employment type: Full-time
  • Job function: Customer Service and Information Technology
  • Industries: Outsourcing and Offshoring, Consulting and Technology, Information and Media

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