Customer Support Specialist with Spanish and English
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Tek Experts
Hybrid
Regular employment
0 - 5 years of experience
Full Time
Sofia, Bulgaria
Описание
We’re looking for a customer-oriented Reactive Support Manager - Spanish to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.
This role will:
- Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
- Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
- Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
- Serve as point of escalation for the customer while managing the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor more junior specialists as needed or requested by management.
- Monitor at-risk cases, triage support cases, and drive the resource allocation and case assignment processes.
- Serve as point of contact for all reactive topics across the ecosystem during business hours.
- Identify patterns and reactive trends using automated tools and advise the CSAM on solutions and operational health.
RSM is a good fit for you if:
- You thrive in a fast-paced environment and adapt quickly as situations change.
- You’re an excellent communicator who is good at building and maintaining relationships.
- You’re an empathetic advocate for our customers.
- You’re self-motivated and accountable for meeting your obligations.
- You’re customer-obsessed, take the initiative, and exceed expectations.
- You’re proficient in both written and spoken English and Spanish.
In this role:
- 2 – 3 years of experience in customer service, customer support, or technical support required.
- Proficiency in both written and spoken English and Spanish.
- Some higher-level education preferred.
- Certifications relevant to the product are helpful.
Необходими умения
Collaboration
Communication Skills
Customer Relationship Management
Customer Satisfaction
Problem Solving
Customer Support
Fluent Spanish
English
Spanish
Придобивки
Additional dental care
Additional medical insurance
Annual bonuses
Bonus for childbirth and marriage
Company training
Food vouchers
Referral bonuses
Relax zone
Sports card
Transport expenses covered
Обявата е публикувана преди 4 дни