Customer Support Advisor

Calling all French and Spanish speaking Customer support agents!
As a Customer Support Agent, you will be taking on a variety of duties from troubleshooting technical Issues to investigating complex cases which would require great mediation and negotiation skills from your part in order to deliver the highest level of resolution. Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Duties to include:
-Handle English and Spanish/French inbound/outbound calls/emails or chats according to company policy.
- Identify and resolve customers' requests, questions or complaints using relevant knowledge base tools or other technical resources.
-Ensure excellent troubleshooting documentation.
-Communicate and consult with colleagues to share best practice.
-Follow best practice incident management processes to ensure the KPIs are met.
-Comply with/complete global support specific or ad-hoc tasks.
-Escalate complex tickets to 2nd tier support and follow up for resolution.
-Meet support KPIs (Initial response time, Quality scores, Client happiness rating).

Ideal experience:
-1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting was required (preferably in the B2B sector).
-Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
-Hold a basic knowledge of CSS, HTML, Wordpress.
-Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
-A team player who is positive, friendly and has a can-do attitude towards staff and customers.
-Confident and competent in handling complaints, mediation and troubleshooting technical issues.
-Experience of working to customer satisfaction based targets and operational metrics such as quality and handle time.
-Fluency in written and spoken English & Spanish or French language is essential. (C1 level).
-Ability to multitask in a fast paced environment, Identifying next steps and executing on them diligently.



Mariane Ramazani

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