Answer incoming calls to the department via the automated call distribution center or direct line and provide callers with needed assistance
Provide callers with training and troubleshooting support to address problems or concerns
Respond to email messages and chat requests and work with customers to resolve issues
Document all calls and interactions including emails and chat requests in the Call Center database
Arrange for product repairs when necessary
Update customer demographic or personal information in the database
Escalate problems/issues to the Supervisor Technical Support when warranted
Perform various other tasks as assigned

High School diploma
Associate Degree in Information or Computer Science preferred
Previous call center experience a plus
Interpersonal skills, oral and written communication skills
Annunciation and effective customer service phone skills
Ability to adapt communication style to better respond and meet the needs of the caller
Must be fluent (verbal and written) in both English and Spanish.
MS Office Word and Outlook
Windows navigation skills
Keyboarding skills
Familiarity with database applications, spreadsheets, relational databases a plus
Win CE operation systems experience preferred
Customer service orientation
Ability to maintain composure during stressful situations
Troubleshooting skills
Detail oriented

Bilingual Technical Support Representative

Key skills