Spanish Customer Support Agent (Gaming)

TL;DR

Spanish Customer Support Agent (Gaming): Delivering world-class customer service and technical support for clients with an accent on first-call resolution and SLA compliance. Focus on diagnosing computer/network issues and resolving escalated account tickets in a high-paced environment.

Location: Hybrid in Bellevue, WA (Must work two in-office days per week)

Salary: $23.00 - $25.50 per hour

Company

A technology solutions firm that leverages cutting-edge technology to help organizations create new revenue streams and transform business operations.

What you will do

• Manage and respond to customer support tickets within established SLAs and performance guidelines.
• Perform initial-level troubleshooting of computer and network issues using internal tools and knowledge bases.
• Coordinate with internal teams to report trends, resolve escalated issues, and provide feedback.
• Assist in creating knowledge base articles to support team development and issue resolution.
• Monitor client-facing tools like MatterMost and adhere to client updates and directives.
• Handle complex help requests escalated from Tier 2 agents and make sound business decisions for clients.

Requirements

• 1+ year of customer service experience or equivalent.
• Written fluency in both Spanish and English languages.
• Associate's degree or equivalent (Bachelor's degree preferred).
• Proficiency with Microsoft Office Suite and a minimum typing speed of 45 wpm.
• Ability to perform basic computer and network troubleshooting.
• Must be based in or able to commute to Bellevue, WA for a hybrid schedule.

Nice to have

• Knowledge and experience with online gaming.
• Ability to troubleshoot account-specific ticket issues independently.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401k program and Flexible Spending Account (FSA).
• Competitive PTO offerings and Parental Leave.
• Opportunities for professional growth and development within a bold and agile team environment.