Customer Support Agent (Spanish)

TL;DR

Customer Support Agent (Spanish): Providing fast, accurate, and personalized customer support for clients' users with an accent on research, investigation, and flawless resolution of customer inquiries. Focus on troubleshooting issues, managing support tickets within established SLAs, and coordinating internally with other teams for issue resolution.

Location: Hybrid (Work from home and in-office located in Bellevue, WA)

Salary: $23.00 to $25.50 USD/hour

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business.

What you will do

• Deliver world-class customer service and manage support tickets within established SLAs.
• Follow established troubleshooting procedures and utilize resources to diagnose problems.
• Coordinate internally with other teams to identify trends and help resolve issues.
• Monitor client-facing tools and respond to customer help requests escalated from Tier 2 Agents.
• Employ critical thinking skills to make sound judgment calls for the client and user.
• Assist in the creation of knowledge base articles and support the development of the team.

Requirements

• One year or more customer service experience.
• Comfortable using computers and performing initial level troubleshooting of computer and network issues.
• Written fluency in English and Spanish language.
• Ability to maintain composure in stressful situations and have a customer-focus mindset.
• Excellent verbal and written communication, interpersonal, organizational, and time management skills.
• Strong problem-solving skills and ability to function well in a high-paced environment.

Nice to have

• Associates degree or equivalent or relevant experience; Bachelor’s degree preferred.
• Some online game knowledge and experience.
• Knowledge of Accounts tickets and ability to troubleshoot them independently.

Culture & Benefits

• Work with cutting-edge technology solutions and gain hands-on experience.
• Opportunity to work with multiple clients and teams, such as data science and product development.
• Hybrid schedule: two in-office days per week in alignment with the organization’s work-from-home policy in Bellevue, WA.
• Role may require work during weekends and holidays, including potential blackout dates.
• Collaborative environment that values unique perspectives and diverse skillsets.