Spanish Bilingual Technical Support Representative L3

February 21

SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. • Through a combination of technical investigation and troubleshooting, as well as collaborating with teams, PSAs offer a world class support experience for Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments. • Successful candidates must have strong analytical skills and be creative problem solvers. • They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies. • They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary. • Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering. • Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents. • Identify and correct improperly configured installations. • Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution. • Create, update, and resolve support cases within defined Service Level Objectives • Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports • Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles • Participate in collaborative troubleshooting sessions to identify root causes of complex issues • Participate in a shift rotation including weekdays, evenings, and weekends • Perform other duties as assigned by Manager

Requirements

• Bachelor's degree in Computer Science or equivalent technical experience • 1+ year providing customer service. • 1+ year of relevant work experience in a similar role. • Experience working in a Helpdesk environment is considered an asset • LMS experience – user, administration, and/or support is considered an asset • Experience with Salesforce or any other ticketing system is an asset • Ability to work with API automation using tools such as Postman • Ability to join large flat files such as CSVs in SQL, Excel, or BI Tools • Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies • Communicate technical and complex information in verbal and written form • Keen attention to detail and organization skills • For Bilingual Roles: Must be fluent and demonstrate verbal and written communication proficiency in French, Spanish, or Brazilian Portuguese • Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions. • Web applications and how they work at a high level (web servers, database servers, client-to-server communication) • Wireshark, Fiddler, and other browser based diagnostic and reporting tools • Ability to learn and adapt to new tools and products quickly • Strong ability to recognize patterns • Able to work individually and in collaboration with colleagues • Able to work well in a fast-paced environment • Excellent time management, prioritization, and organizational skills • Strong analytical, problem solving, decision-making skills • Excellent problem-solving and navigational skills • Demonstrable ability to multitask both independently and within a team • Identifying trends and making suggestions for technical modifications to resolve existing and future problems. • Have excellent research capabilities

Benefits

• Competitive compensation • Paid time off, birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Employee Referral Program