BILINGUAL CUSTOMER SUPPORT | HELP DESK

Department: Support
Type: Permanent
Work Schedule: Full Time
Skills:

Bilingual Customer Support Job Type: Full Time Pay: Depending On Experience (DOE)

This is NOT a remote position

Responsibilities:

• Customarily and regularly provides internet support to all customers via trouble tickets, telephone, and email.
• Actively investigates and resolves problems for users and issues trouble ticket reporting on all other problems.
• Provides exceptional and timely customer support with a high degree of product knowledge.
• Works with product teams on support projects focusing on quality and productivity improvement.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Support/assist each customer by taking ownership of customer issues reported and see issues through resolution.
• Provide general assistance to Field Technicians (internet installers).
• Provide accurate pricing and information regarding internet service inquiries by phone, email or in person.
• Prepare accurate and timely logs for all incoming calls.
• Create and print badges per request of management. Other duties as assigned.

Qualifications:

• Excellent written and verbal communication skills.
• Attention to detail is a must with high keyboard and spelling accuracy.
• Strong problem-solving skills with the ability to de-escalate or defuse any given situation with a "can do" attitude.
• Strong customer service skills over the phone, using email and/or when serving walk-in clients.
• Must have the flexibility to work various shifts and overtime as needed.
• Bilingual in Spanish/English is highly desired, but not required.