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Associate Software Support Technician

Poway, CA

Order: 223832
Temp - > 30 Hrs

Associate Software Support Technician - Bilingual Spanish

Rate of Pay: $21/hr

Duration of Contract: Contract to Hire

 

Job Description

Who Are We Looking For

We are seeking a Technical Assistance Center Technician to handle a high volume of inbound contacts (calls, email, chat, cases) from internal and external customers and business partners focusing on software support, device support, and general customer education.  This position will service as a frontline point of contact for newly reported technical concerns.

Responsibilities

·         Handle high volume of customer reported technical concerns to ensure first contact resolution by utilizing set department/company policies and procedures

·         Maintain adherence to break and lunch scheduled (schedule adherence)

·         Meet contact center QA standards and NPS scores focusing on the customer experience and business evaluation

·         Meet contact center Metrics focusing on AHT (Average Talk Time, Hold Time, Wrap Time) Break Time, proper email etiquette, and Case Documentation/Completion Standards

·         Suggest and implement changes that are needed to move the department in a positive direction.

·         Respond to and resolve all customer issues in a timely manner including the escalation of issues as they arise

·         Support on-call shift rotations

·         Other duties as assigned.

Minimum Qualifications

·         Bi-lingual in Spanish

·         Minimum of 2 years of Contact Center experience in high volume complex Vendor, or Internal Operations Contact Center

·         Minimum of 1 years of experience in Technical Support Operations

·         Experience managing cases, email & chat support

·         Associates Degree or 3 years of Equivalent Experience

·         Proficient in Microsoft Office

·         Proficient with Network Administration

·         Proficient with Microsoft OS Systems

Desirable

·         Bachelor’s Degree in Computer Science

·         Medical device industry experience

·         Experience with Salesforce, Netsuite or other cloud CRM

·         Experience with Oracle