L1 Technical Support (Spanish)

Job Title: Tech Support Job Type: Long Term Contract Location: Irving, TX

Job Description:
We are looking for experienced candidates to provide phone-based support to international customers in a technical process. This individual will provide customers with the highest level of support including technical troubleshooting and account maintenance, provide customer education and triage issues to Level-2 and Customer Care teams. The ideal candidate must be able to understand basic troubleshooting methodologies for a consumer technology product with excellent focus on customer service. They must have the ability to monitor, follow up and take complete ownership of customer issues.
As a technical support representative, you ll work directly with our customers over phone. Our team focuses on helping our customers directly with issues they are experiencing with our product or its functionality.
Our ideal hire is motivated by what we re doing as a company, believes in the importance of quality support, and is eager to contribute to the success of our customers.
Training would be delivered in the English language, and all training-related content and product documentation would be in the English language.

Roles & Responsibilities :

Handle customer issues in Spanish and English language via phone calls for a technology product in home network
Troubleshoot technical issues pertaining to products in WiFi surveillance cameras
Provide active updates to the customer until the issue has been resolved
Triage issues to Level-2 and Customer Care team in other global locations
Accurately document cases in-line with process requirements
Draft and send email follow-ups to the customer about cases that are being handled
Maintain a positive attitude and calmly resolve issues customers face with the product
Other Skills :
Excellent oral and written communication skills in Spanish and English language is a must.
1-2 years experience in providing phone-based support for customers in a technical process.
Well versed in computer systems and navigating mobile apps.
Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems.
Exhibit Highly customer-centric behavior.
Hands-on problem-solving ability.
The ability to communicate technical information in an accessible manner to non-technical customers.
Good understanding of customer service processes, tools and best practices with a strong customer-centric focus.
Excellent problem-solving and troubleshooting skills.
Ability to multi-task (Speak to customers on phone and type case notes in concurrence).

Please share your updated resume if you are interested in applying for this role.