Customer Service -Bilingual - Hopkinton, MA
LANGUAGE: Bilingual Required (English / Portuguese or English /Spanish ).
SHIFT: Tue-Sat or Sun-Thurs 2nd 2pm-10pm and 3rd shift 9:30pm -7:30am
OVERVIEW: Provides front end support via online Chat, Email, and Phone for Partners, Internal and External Customers. Also supports Online Support portal for Partners, Internal and External Customers. Follows process and procedure to ensure excellence in customer service. Work hours may comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
PRINCIPAL DUTIES AND RESPONSIBILITIES: • Communicates with customers via Live Chat. Chat customer support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support. • Create, research, and update service requests. • Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. • Management of Online Support issues including locked accounts, password resets, Contact Administration, and other Online Support technical issues. Work through Service Requests, email, and telephone. Troubleshoot issues through to resolution. Interface with applicable partner teams, IT, sales, and other internal groups. • Implements, escalates procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management. • Provides support and exhibits sense of urgency reconciling inconsistencies. • Performs other duties as required.
SKILLS: • Strong Customer Support skills. • Customer focused. • Prioritization of tasks. • Sense of Urgency. • Basic computer skills. • Strong communication skills. • Ability to work in a team environment. • Ability to work in a high-pressure environment. • Organizational skills. • Able to adapt to change Troubleshooting/Problem solving skills. • Ability to multi-task Adaptability; easily adapts to change and new processes. • Positive influence.
EDUCATION: High School diploma.
EXPERIENCE: 1+ years customer support.
United States of America
Online / Full App
Folder Group ID
Apply for this Position
Job Title: Customer Service -Bilingual
Location: Hopkinton, MA
Job Type: Temp Position
Reference ID: 347028
Posted Date: 12/3/2018