Customer Support with Spanish

About the role:

 

The objective of a Customer Support with Spanish is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user.Customer Support with Spanish will use all available knowledge tools and resources, call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues, resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction.

Responsibilities:

 

• Handle contacts promptly and professionally and ensure delivery of all SLAs
• Create a Ticket for new contacts into the Ticketing Management Systems
• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
• Fully document every ticket as per the internal quality assurance standards
• Comply with all internal ticket management processes
• Complete desk specific or ad hoc tasks
• Remain well versed in help desk policies, procedures, standards and documentation
• Protect confidential and sensitive information and materials
• Ensure constant self-development using day to day work, web based training, and any other available tool
• Be available for work at the scheduled shift start time and be logged on the telephone system
• Use correct activity phone codes and demonstrate a responsible approach to these at all times
• Adhere to the telephone login procedures
• Pass Acceptance tests (final test calls)
• Mentor new hires during their incubation period (AILP)
• Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

 

Requirements:

 

Personal Skills:

• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution 
• Excellent time-management skills
• Ability to follow specific processes and procedures
• Team player
• Excellent communication skills

 

Technical Skills and Experience:

• Computer/IT literacy – comfortable working with Windows operating systems, Microsoft Office Suite, etc.
• Fluency in Spanish and English.
• Good analytical and troubleshooting skills

 

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 76.70 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives