Bilingual Customer Care and Technical Support

Encoura

2d•Remote

About The Position

Serves as the first point of contact for customers needing technical support via phone and email. Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. Troubleshoots hardware and software issues, ensuring a smooth user experience. Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. Handles multiple tasks simultaneously and escalates issues promptly when needed. In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner. Addressing student families concerns, providing introductory information to new users on various products, and providing delightful, efficient, and accurate resolutions to customer inquiries. Demonstrating empathy, patience, and flexibility during phone calls. Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment. Documenting information into web-based ticketing system. Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution. Participating in internal training programs to expand knowledge and support multiple clients.

Requirements

Excellent English and Spanish written and oral communication proficiency (equivalent to CEF C1 level or above)
Computer knowledge and multi-tasking with internet navigation skills
Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation
High school diploma or equivalent
Must be at least 18 years old
Willing to accept Full time, 40 hours a week
Must reside within approved state
Able to work from home with Home Internet that meets the following requirements: 30 Mbps download, 15 Mbps upload, 100ms ping or less, Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point). Wi-Fi is allowed; wired connection required if WiFi becomes unstable.
Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process.
Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems.

Nice To Haves

College degree or some college completed
1 or more years of customer service experience

Responsibilities

Serves as the first point of contact for customers needing technical support via phone and email.
Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment.
Troubleshoots hardware and software issues, ensuring a smooth user experience.
Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution.
Handles multiple tasks simultaneously and escalates issues promptly when needed.
Resolving inbound customer calls and inquiries in a professional and empathetic manner.
Addressing student families concerns.
Providing introductory information to new users on various products.
Providing delightful, efficient, and accurate resolutions to customer inquiries.
Demonstrating empathy, patience, and flexibility during phone calls.
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment.
Documenting information into web-based ticketing system.
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution.
Participating in internal training programs to expand knowledge and support multiple clients.