Spanish Bilingual Technical Support Representative

$38,480 - $38,480/Yr

VXI Global Solutions - Morrow, GA

Full-time - Entry Level

Morrow, GA

Professional, Scientific, and Technical Services

About the position

The Spanish Bilingual Technical Support Representative at VXI Global Solutions is responsible for providing exceptional customer service and technical support via phone. This role serves as the first point of contact for customers, addressing inquiries, troubleshooting software issues, and ensuring customer satisfaction. The ideal candidate will possess strong communication skills, technical knowledge, and a commitment to delivering outstanding customer experiences.

Responsibilities

• Respond to inbound customer inquiries in a timely and professional manner.
• Demonstrate expertise in tax software, guiding customers through its features and functionalities.
• Skillfully analyze and resolve customer software challenges, including installation, setup, navigation, and diagnostics.
• Communicate technical information clearly to customers with varying levels of technical understanding.
• Exercise patience, empathy, and active listening to understand and address customer needs.
• Maintain accurate records of customer interactions and resolutions in the call log database.
• Escalate complex issues to senior support staff or technical teams as necessary.
• Adhere to call center procedures, scripts, and quality standards.

Requirements

• High school diploma or equivalent required.
• 1 year of call center experience in a customer support role, preferably voice.
• Solid understanding of computer hardware, software, operating systems, and basic networking principles.
• Excellent phone etiquette and verbal communication skills.
• Ability to compose grammatically correct email responses.
• Demonstrated ability to actively listen to customer concerns.
• Ability to analyze customer issues and determine appropriate solutions.
• Proven ability to apply logic and reasoning to resolve complex problems.
• Adept at utilizing available resources for first call resolution.
• Genuine empathy and patience in customer interactions.
• Strong commitment to providing exceptional customer service.
• Effective time management and organizational skills.
• Meticulous attention to detail in documentation.

Nice-to-haves

• Typing proficiency of 35 WPM with accuracy.
• Adaptability to changing priorities and procedures.
• Strong work ethic and adherence to attendance policies.
• Ability to build rapport with customers and foster positive relationships.
• Skill in de-escalating challenging situations and resolving conflicts amicably.
• Maintaining composure under pressure.
• Commitment to ongoing learning and development.

Benefits

• Full Health Insurance (Medical, Dental, & Vision)
• Paid training
• Opportunities for advancement
• Fun work environment
• Cell phone benefits for employees - $25/month per line for unlimited phone, text and data.
• Referral for Life Program™ - residual bonus every pay period.