Support Specialist, Bilingual – English/Spanish
NMI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $25 per hour
Job Level
Mid-LevelSenior
About the role
- Handles complex inbound and outbound requests, servicing a broader customer service base; selects and explains the best solution to solve technical support inquiries
- Provides exceptional service utilizing available resources and tools
- Documents every client service inquiry and issue for tracking purposes
- Communicate operational concerns to clients with a clear timeline for resolution
- Identify and communicate trends across the department
- Maintains in-depth knowledge of all products and services to effectively address client concerns
- Use problem-solving skills and work with internal and external resources to analyze data and determine the root causes of issues
- Resolve complex product and service inquiries or fulfill second-level service requests, including adjustments; select corrective processing execution method or explain the best solution to resolve all client requests; escalate as appropriate
- Meets performance expectations by achieving established goals and objectives such as quality and productivity measures
- Conduct basic training on products and services as needed for incoming peers
- Contributes to team effort by growing as a lead for complex client service inquiries and departmental objectives
Requirements
- High School Diploma or equivalent
- College experience preferred
- 4+ Year(s) Customer Service-related Experience
- 2+ Year(s) Call Center Service-related Experience
- Bi-lingual English/Spanish is required for this position.
Benefits
- A remote first culture
- Annual bonus scheme (dependant on company + individual performance)
- Flex PTO
- Health, Dental and Vision Insurance
- 13 Paid Holidays
- Company volunteer days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetechnical supportproblem-solvingdata analysisservice request fulfillmentproduct knowledgeservice inquiry documentationperformance measurementtrainingbilingual English/Spanish
Soft skills
communicationteam collaborationtrend identificationoperational concern communicationleadershipadaptabilityclient relationship managementtime managementattention to detailgoal orientation
Certifications
High School DiplomaCollege experience