Spanish Bilingual

We are looking for a
Spanish Customer Support Technician
who will receive all incoming communications from Calls, Chat, Emails and/or Web Tickets. The successfil candidate will be responsible for updating User Profiles & Tickets with the correct information. All customer support representatives need to make the customer feel important, understand their concerns, provide probing questions, provide excellent troubleshooting, and endorse tickets to Team Leaders as needed.

The main responsibilities of a SPANISH CUSTOMER SUPPORT TECHNICIAN include:

• Provide exceptional World-class Customer Service and excellent troubleshooting to tasks assigned.
• Inbound / Outbound call handling with a minimum of 7 hours and 30 Minutes.
• Resolve all assigned Severity 1-3 Tickets.
• Average Ticket Handling time of 60 minutes for Severity 3 cases
• Average Ticket Handling time of 2 hours for Severity 2 cases
• Average Ticket Handling time of 4 hours for Severity 1 cases
• Average Ticket Life 72 hours
• Maintain an average of 4 hours response time to tickets.
• Maintain an average of 30 to 60-minute call handling time.
• Ensure all troubleshooting is exhausted before escalating to the Territory Manager
• Ensure all information is properly documented
• Accomplish Trouble Shooting provided by Technician II, Product Specialist, or Territory Manager
• Establish a solid understanding of all Enseo Tools and Services, such as but not limited to: High-Speed Internet Access; Guest Room Entertainment; Cable TV Technology; Alert Technology; Room Controls
• Establish a solid understanding of PAN, LAN, WLAN, DOCSIS, WAN and other Network connection types.
• Provide attentive, patient, dedicated, and innovative technical support to customers via phone, email, and/or chat and remote management software, in a timely and professional manner.
• Be proactive to raise new tickets regarding concerns and/or problems to the team 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 & Rest Day Overtime.
• Perform other duties as assigned by Leaders.

To apply, you must be an expert on the following requirements:

• 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 qualification in Spanish; English proficiency should be at a comparable level.
• Familiarity with Windows 10 or higher and MS Office is required to perform essential computer tasks efficiently.
• Exposure to Zendesk is beneficial, but not compulsory.
• Strong logical reasoning, troubleshooting, and problem-solving abilities.
• Excellent attention to detail and documentation accuracy.
• Capable of resolving moderate to advanced internet connectivity issues (e.g. LAN/WI-FI).
• Deep understanding of what defines a great customer experience.
• Prior experience in a BPO or technical support environment is a plus but not required.
• Willing to work onsite at SM North EDSA during graveyard shift schedules.
• Applicants lacking either English or Spanish skill will not be considered.
• The use of a translator during interviews is not permitted.

It will also be favorable if you are knowledgeable in:

• Electronics
• Mobile devices
• Computer Systems
• Windows Operating System
• Microsoft Office
• IT Ticketing System