Bilingual Work from Home Technical Support Rep English/Spanish Req'd - Shreveport Area
Job Description
As a Bilingual Technical Support Representative you will be part of our Customer Support Team that works around the clock to help and empower our users all over the world via chat, email, and phone support. Our support agents are extremely smart and slightly weird, and we’re looking to grow our team. You will be interacting with our diverse user base every single day assisting with their questions and challenges. You are a self-starter, with excellent communication skills and a knack for connecting with others. You are passionate about helping others, strive to provide extraordinary support, and flourish in a fast paced collaborative team environment. Tech-savviness is great, but more important is a willingness to grasp the ins and outs of the applicationi, a strong desire to learn new things, and comfort giving and receiving feedback. You will also assist in the process of identifying bugs, providing feedback, and improving our app. If this sounds like you, we would love to hear from you!
Responsibilities
- Engage with customers and troubleshoot issues through chat, email and phone channels
- Diagnose and troubleshoot technical issues varying in complexity and determine the appropriate course of action
- Ask customers targeted questions to quickly understand the root of the problem
- Meet internal Service Level Agreements and Key Performance Metrics
- Prioritize and manage several open issues at one time
- Properly escalate unresolved issues to appropriate internal teams
- Recognize trends with reported issues and communicate them to appropriate internal teams
- Partner and collaborate with leadership on strategic projects as needed
Job Requirements
- Bachelor’s degree or relevant work experience
- 3+ years of experience in a customer facing role for a SaaS technology company
- Proven work experience as exceptional technical support professional
- Ability to diagnose and troubleshoot technical issues
- Excellent problem-solving and communication skills, both written and verbal
- Ability to empathize with customers and convey confidence
- Resilient and adaptable to a dynamically changing business and product
- Self motivated and internally driven
- Trustworthy, reliable with a high level of integrity
- Customer obsessed
- Bonus points for:
-Experience working in a remote environment
-Familiar with helpdesk software (eg. Zendesk)
Background in Information Technology, Computer Science or relevant field
