Spanish Support Advisor : Non Voice Technical Support, CRM
Pavas, San Jose,CR
hace 11 días


EssentialDuties & Responsibilities :

  • Provide exceptional and professional customer service to ourclients
  • Log all client contacts - calls, emails, web forms, chat sessions,or voicemails - into the appropriate ticketing tool
  • Troubleshoot, diagnose and resolve application issues followingstandard operating procedures and using knowledge support tools
  • Escalate issues, situations, or problemsrequiring urgent attention to Level IIAnalysts, Team Leads or Service Desk Managers
  • As process describes, route tickets that cannot be resolved at thedesk to appropriate assignment or resolver groups
  • Collaborate effectively with other service desk team members toresolve and document unfamiliar issues.
  • Participate in ongoing training for service desk operations
  • Work on projects or tasks assigned by supervisors
  • Qualifications

    Minimum Knowledge, Skills and Abilities Required :

  • Agents will have Associates degree in Information Technology or 2 years equivalent experience in a technology related field.
  • Portuguese agents will have knowledge on current technology and will receive training and on-job mentorship from Spanish agents.

  • Prior experience in a customer service role
  • Excellent customer service skills
  • Strong verbal and written communication skills
  • Superior interpersonal skills and telephone etiquette
  • Analytical and problem solving skills
  • ability to deal with the stress of a fast paced work environment
  • Ability to adapt and adjust to changing work situations, processes, and procedures
  • Ability to handle up to 50 client calls a day on a variety of topics and complexity levels
  • Proficient in all Microsoft's currently supported Operating Systems
  • Proficient in messaging systems such as Microsoft Outlook
  • Willingness to work flexible hours with occasional evening and weekend hours
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