Customer Support Representative – Level 1
Simpro Software
Cloud
Bilingual Customer Experience Specialist
Certus
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $17 per hour
Job Level
Mid-LevelSenior
About the role
- Provide resolutions to queries received from customers via call, chat or email in English and Spanish.
- Ensure customers are satisfied with product or service.
- Follow-up with customers in a timely manner, when a service resolution requires investigation.
- Educate the customer to assist with self-service solutions and to mitigate future product questions.
- Utilize resources to provide first contact resolution for all contacts.
- Determine when query requires escalation after available resources have been exhausted.
- Provide basic troubleshooting assistance with common internet browsers.
- Maintain a professional demeanor with all customer interactions.
- Maintain performance metrics expectations and strive for continuous learning to achieve desired goals.
- Monitor issues and trends and escalate to management as needed.
Requirements
- Mastery of English and Spanish languages
- Excellent active listening skills with a positive attitude, energy, and demeanor.
- Keen problem solver that is willing to think on their feet and learn quickly.
- Reliable individual that can always be counted on to give their best work and follow tasks through to completion.
- Self-starter comfortable taking initiative and finding answers to customer questions.
- Great at multi-tasking, using multiple software programs to service and find a solution.
- Excellent written, verbal communication skills, and typing ability.
- Excellent organizational skills and attention to detail.
- Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs.
- Experience with Microsoft Office Suite preferred.
- Flexibility with work schedule preferred.
- Ability to communicate directly with others.
- Desire to have fun while working.
- Growth and change mindset.
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
bilingual (English, Spanish)troubleshootinginternet browsersbrowser navigationMicrosoft Office Suiteself-service solutionsperformance metricsproblem solvingmulti-taskingattention to detail
Soft skills
active listeningpositive attitudereliabilityinitiativecommunication skillsorganizational skillsflexibilityteamworkgrowth mindsetcustomer satisfaction
