Bilingual Customer Service Associate

Encoura

5h•$16•Remote

About The Position

Ready to build real-world experience? As a Customer Service Associate, you’ll support students, faculty, and staff across the country while learning industry leading technology like Amazon Connect and Connect Assistant. Associates work in a dynamic, fast-paced environment and spend their time interfacing with students, faculty, and staff of Higher Education and K-12 institutions. This is a great opportunity to improve your communication, problem solving, and technical skills in a mission-driven environment. A Day in the Life In this role, you will: Support customers via voice and chat using Amazon Connect Deliver a positive experience through empathy, patience, and clear communication Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows Accurately document interactions and manage follow-ups Handle multiple tasks in a fast-paced call center environment Collaborate with teammates and escalate complex issues as needed Participate in ongoing training and continuous improvement Work assigned shifts, including weekends and holidays Our Training Approach You’ll take part in a structured, fast-paced 3-day training program designed to help you build confidence quickly through hands-on learning and real-world scenarios. This approach suits people who are comfortable picking up new systems and learning by doing. Ongoing coaching and support from experienced team members will continue as you settle into the role. About You You will thrive in this role if you: Communicate clearly and professionally Bring empathy, active listening, and patience to customer conversations Enjoy helping people and solving problems Learn new technologies quickly and confidently Adapt well to fast paced, changing environments Follow structured workflows and procedures Pay close attention to detail Want to develop skills that lead to future opportunities in tech, support, education, or customer experience What Makes This Opportunity Build on demand skills using Amazon Connect, Connect Assistant, and cloud-based support tools Receive paid training and ongoing support Gain resume worthy experience in customer experience and tech enabled services Work in a mission driven environment supporting students and educators Strengthen key early career competencies, including: Professional communication Customer service and deescalation Technical troubleshooting Multitasking and prioritization The Candidate

Requirements

Bilingual in written and spoken Spanish and English (equivalent to English fluency of CEF C1 level or above)
High school diploma or equivalent
Must be at least 18 years old
Stable employment history
Ability to work full-time (40 hours per week)
Quiet, distraction free home workspace
Comfortable using browsers such as Chrome, Firefox, or Safari
Ability to type at least 25 WPM
Strong verbal and written communication skills
Proficiency with Microsoft Word and Excel
Ability to learn and use multiple systems, windows, and monitors
Strong attention to detail, critical thinking, and problem-solving skills
Professional fluency in English (CEF C1 or higher)
Must reside in an approved state
Home Internet that meets the following requirements:
30 Mbps download
15 Mbps upload
100ms ping or less
40ms jitter or less
Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
WiFi is allowed; wired connection required if WiFi becomes unstable

Nice To Haves

Previous customer service or contact center experience
Familiarity with Amazon Connect, Connect Assistant, or similar technologies
Some college coursework
Experience in education or eLearning support

Responsibilities

Support customers via voice and chat using Amazon Connect
Deliver a positive experience through empathy, patience, and clear communication
Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
Accurately document interactions and manage follow-ups
Handle multiple tasks in a fast-paced call center environment
Collaborate with teammates and escalate complex issues as needed
Participate in ongoing training and continuous improvement
Work assigned shifts, including weekends and holidays

Benefits

Build on demand skills using Amazon Connect, Connect Assistant, and cloud-based support tools
Receive paid training and ongoing support
Gain resume worthy experience in customer experience and tech enabled services
Work in a mission driven environment supporting students and educators
Strengthen key early career competencies, including:
Professional communication
Customer service and deescalation
Technical troubleshooting
Multitasking and prioritization

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume