English & Spanish: INBOUND CUSTOMER SERVICE & SOFTWARE TECH SUPPORT

THIS IS A DIRECT HIRE POSITION. MUST BE A US CITIZEN

Handle phone and video customer service/ technical support.
Handle technical support questions via phone, with video capability and occasional chat.
Research, analyze and determine an appropriate course of action for customers.
Interact with customers via phone focusing on software navigation questions as well as assisting customers with locating prior years’ returns and amendments.
Serve as ambassador for the brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.
Documents all issues, resolution and follow up action.

 
SKILLS:

Outstanding problem-solving skill
Displays patience, empathy, an ability to manage stress, the ability to work under pressure.
Skilled and efficient in writing and verbal communication
Outstanding listening skills
Provides knowledgeable, friendly and eloquent customer service
Understanding how to navigate and efficiently use tools
REQUIREMENTS:

Must Own A Laptop
Must Own A Headset
Must Pass An Assessment (Training will last for 3 weeks)
Must Pass A Background Check
 

MUST HAVE:

Noise Cancelling Headset
I5 (or equivalent), i7 recommended
Current OS patches
Anti-malware
Active firewall
Global protection 5.2.11 or higher.