Bilingual-Spanish Client Support Technician

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process. Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software. This also includes basic windows and hardware troubleshooting in local and remote environments
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs
• Remote work may require occasional travel, including our annual company meeting.

• Years of experience needed:

• Degrees, certifications/qualifications (skills/knowledge required):

• Fluency in English and Spanish required
• In depth knowledge of PCs, operating systems, networking, and applications to be able to help users quickly and effectively with their problems.
• Proven systematic and logical problem-solving ability.
• Experience within a call center environment preferred.
• Helpdesk support, computer repair or equivalent.
• Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely.
• Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers.
• Ability to work well with other departments in a team environment.
• Well-developed organizational and extensive follow-up skills are a must.
• Ability to handle and keep up with constant changes to products, policies, and follow procedures.
• Ability to Multitask
• Use of Remote Desktop Software.
• Strong Microsoft operating systems experience.
• Strong understanding of printers and networking.
• Regular and predictable attendance is an essential function of this position
• Strong troubleshooting and critical thinking skills
• Flexible Schedule
• Must have reliable, self-maintained Internet and backup for emergencies

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