Spanish Bilingual Technical Support Associate

2 weeks ago

Quezon City, National Capital Region, Philippines KMC Solutions Full time ₱150,000 - ₱250,000 per year

Make your next big career move by applying as KMC Solutions' next SPANISH CUSTOMER SUPPORT ASSOCIATE

We are looking for a Spanish Customer Support Associate (CSA) who will receive all incoming communications (Calls, Chat, Emails, or Tickets). This role will be responsible for understanding the nature and severity of the problem, updating User Profiles & with the correct information through Ticketing System. They must make the customers feel important, understand their concerns, provide probing questions, troubleshooting, and careful endorsement of tickets to Team Leaders.

The main responsibilities of a SPANISH CUSTOMER SUPPORT ASSOCIATE include:

  • Answer all incoming calls, chats, and emails in a courteous manner using proper communication etiquette.
  • Maintain a positive, enthusiastic, and professional attitude when receiving calls.
  • Communicates with customers to gather details of issues/inquiries to correctly identify and assess customers' needs.
  • Able to troubleshoot simple WI-FI connection problems for Hotel Personnel / Guests
  • Able to troubleshoot Smart TV display problems and channels.
  • Able to connect Laptops, Mobile device, and Gaming consoles to Enseo Services
  • Should be able to track call tickets of customer interactions for documentation.
  • Able to determine the severity/magnitude of the problem
  • Able to determine how Channels are broadcast in the rooms
  • Able to determine the Network Connection type of properties (LAN, WLAN, DOCSIS)
  • Demonstrate proper endorsement of call to Team Leaders, Supervisor and Technicians.
  • Maintain an average of 10 to 30-minute call handling time
  • Can self-study
  • Can handle multiple products
  • Must be available for Regular & Rest Day Overtime
  • Perform other duties related to Ticket management as required by Team Leaders.

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

  • A positive attitude, considerate of others, genuinely interested in other people, patient & empathetic, uses positive language, humility, knows how to lighten up mood, display confidence & a sense of humor.
  • Bilingual: Excellent English & Spanish communication skill (Listening, Reading, Writing and Speaking)
  • Computer Literate. Must have advanced knowledge of computer navigation; at least Windows 10.
  • Able to logically draw conclusions.
  • Strong attention to detail & documentation skills.
  • Can troubleshoot advanced Internet connectivity such as LAN & WI-FI connection.
  • Must fully understand an excellent customer experience.
  • BPO experience is an advantage but not required.
  • Willing to work onsite in SM North EDSA on Graveyard shift schedules
  • Non-bilinguals will automatically be declined.
  • The use of a translator during the interview will also be declined.

It will also be favorable if you are knowledgeable in:

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

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