Job Description

Bilingual Technical Services Representative

Department: Technical Services

Job Status: Full Time

FLSA Status: Exempt

Reports To: Technical Services Manager

Amount of Travel Required: 50%

Job Type: Salary with overtime pay

Positions Supervised: None

Work Schedule: Monday through Friday 8 am to 5 pm

Benefits: Health, Vision, 401K *6% match

POSITION SUMMARY

Bilingual technical phone support for a dynamic software company in the entertainment industry. Candidate must be able to speak and read Spanish and understand the importance of customer satisfaction and soft skills.

Creates/manages support tickets for hardware, operating system and application products. Participates in hardware testing, evaluation and troubleshooting. Creates documentation for hardware, application and operating system problem resolution processes. Travels to customer locations to install and setup hardware and software products. Provides technical and operational software and system training to the location’s management and staff members. Assists with hardware and configuration testing for new products as needed. Handles on call support services to both domestic and international customers via phone, remote control programs and remote monitoring tools. Works with customers to determine new system needs and software enhancements to address any issues.

ESSENTIAL JOB FUCTIONS

• Speak and read Spanish
• Respond to customers in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific application and system features
• Analyze, document and report product malfunctions (for example, by testing different scenarios or impersonating user tasks)
• Update our internal databases with information about technical issues, resolutions workarounds and useful discussions with customers
• Monitor customer complaints on all media platforms and address issues as needed
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Provide timely follow-up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Provide hardware and application testing

POSITION QUALIFICATIONS

• Customer Service - Manage difficult or emotional customer situations. Respond promptly to customer needs. Solicit customer feedback to improve service. Respond to requests for service and assistance. Meets commitments.

• Interactions with Others - Must be a team player who interacts well with other associates. Must seek out and share information and develop trust and rapport with coworkers at all levels in the organization. Must be willing to work as an equal team member.

• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to other’s ideas and is willing to try new things.

• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

• Motivation - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles; measures self against defined standards of excellence; takes calculated risks to accomplish goals.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.

• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; is able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; readily shares information with co-workers and the management staff.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing styles to meet needs; presents numerical data effectively; able to read and interpret written information.

• Working Relationships - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.

DESIRED SKILLS & ABILITIES

• A bachelor's degree in a related area or 2-4 years experience in the field or in a related area
• Experience with PC and file server hardware technology
• Knowledge of Windows desktop (v7/8/10) and server (2008/2012/2016) operating system software and utilities
• Basic knowledge of Microsoft SQL Server software, IIS, DHCP, web service utilities and stored procedures
• Knowledge of networking technologies including routers, firewalls, switches and wireless access points
• Experience with network design and implementation skills using current LAN/WAN topologies, protocols
• Self-motivated with a demonstrated ability to problem solve complex issues
• Must possess strong organizational and time management skills
• Ability to multi-task as dictated by the workflow
• Experience in the arcade or gaming industry is a plus
• Experience using help desk/CRM software and remote support tools
• Network Design and Implementation including understanding network equipment utilizing varied protocols
• Candidate should possess strong organizational skills, be detail oriented
• Self-motivated with a demonstrated ability to problem solve
• Strong sense of urgency and strong commitment to quality customer service is required
• Experience as a Customer Support Specialist or similar Customer Service role needed
• Requires a team player attitude with a willingness to learn new products and take on new responsibilities

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