Bilingual Tier 1 Service Desk Representative

ASM Research • Remote,

2d • Remote

About The Position

The Bilingual Tier 1 Service Desk Representative plays a significant role on a fully remote team supporting the English and Spanish inbound calls for NSHD. As a Tier 1 SDR, you will assist customers by answering questions, assisting them with filing a complaint or providing status updates to complaints for our customers. As a Tier 1 Service Desk Representative, you will have the opportunity to showcase your exceptional customer service skills when speaking to customers via a cloud-based telephony solution to answer general questions around billing protections and assist with filing complaints. You will be trained over a one-week instructor-led virtual training course followed by a one-week job shadow. You will be expected to perform your duties in a dedicated secure area within your residence. A successful candidate will work in a coordinated team effort to appropriately identify the reason for their call, address all questions, and provide an accurate and efficient response. You should be customer-focused, polite, reliable, knowledgeable, and adaptable.

Requirements

• High school diploma or GED
• 2 or more years of Customer Service experience
• Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years
• Fluent in speaking, reading and writing in Spanish

Nice To Haves

• Proficient in the use of MS Office including Word, Excel and Outlook
• Able to work in a fast-paced environment
• Comprehensive reading and interpretive skills
• Good written and oral communication skills
• Able to work in a deadline-driven environment
• Able to work overtime as required

Responsibilities

• Assist customers by answering questions
• Assist customers with filing a complaint
• Provide status updates to complaints for customers
• Answer general questions around billing protections
• File complaints
• Perform duties in a dedicated secure area within residence
• Identify the reason for customer calls
• Address all customer questions
• Provide accurate and efficient responses to customers
• Maintain professional telephone etiquette in a variety of situations
• Leadership may assign additional duties within the scope of the project

Benefits

• Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED