Bilingual Customer Care, Technical Support

📋 Description

• Acts as the initial point of contact for customers seeking technical assistance via phone and email.

• Offers support to both new and current users regarding products, aiding in the setup and maintenance of online learning software and equipment.

• Diagnoses hardware and software problems to ensure a seamless user experience.

• Oversees support tickets, employs knowledge bases to address inquiries efficiently, with a focus on achieving first-call resolution.

• Manages multiple tasks concurrently and escalates issues promptly when necessary.

• Within a virtual contact center, addresses incoming customer calls and inquiries in a professional and empathetic manner.

⛳️ Requirements

• Exceptional proficiency in written and spoken English and Spanish (equivalent to CEF C1 level or higher).

• Strong computer skills and the ability to multitask while navigating the internet.

• Experience in installing, maintaining, and troubleshooting computers, printers, and other peripherals, including hardware troubleshooting and software installation.

• High school diploma or equivalent.

• Must be at least 18 years of age.

• Willingness to work full-time, 40 hours per week.

• Must reside within an approved state*.

• Capable of working from home with internet that meets the following specifications:

• 30 Mbps download

• 15 Mbps upload

• 100ms ping or less

• Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point).

• Wi-Fi is permitted; wired connection is required if Wi-Fi becomes unstable.

• Successful candidates must complete and pass a CLEAR™ identity verification as part of the pre-employment screening process.

• Must be able to enroll in and utilize Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems.

• A college degree or some college experience is preferred.

• At least 1 year of customer service experience is preferred.

🏝️ Benefits

• Health insurance.

• Retirement contributions.

• Paid time off.