Key Responsibilities:

• Engage with Call Management team for customer's inquiries or request for escalation; Work directly with customers in local language, answering calls, determining customer entitlement, document requests for service, dispatch technicians and escalate when necessary; Schedule customer installation activity
• Daily monitoring of email window is essential; Receive and document service request and customer information; Ensure customer entitlement; Updates work orders and provides status information
• Gather problem information and determine criticality; Capture information and record data in desktop tools; Generates daily and weekly incident reports; Review incident history to determine recurring faults
• Document, verify, and make appropriate corrections to the service request and customer profile; Communicate with the Customer Advocates for permanent change to the customer profile.
• Position works in a high call volume call environment serving as the primary interface to internal and external customers and/or their agents
• Engage with Call Management team for customer's inquiries or request for escalation; Work directly with customers in local language, answering calls, determining customer entitlement, document requests for service, dispatch technicians and escalate when necessary; Schedule customer installation activity
• Daily monitoring of email window is essential; Receive and document service request and customer information; Ensure customer entitlement; Updates work orders and provides status information
• Gather problem information and determine criticality; Capture information and record data in desktop tools; Generates daily and weekly incident reports; Review incident history to determine recurring faults
• Document, verify, and make appropriate corrections to the service request and customer profile; Communicate with the Customer Advocates for permanent change to the customer profile

Candidates profile and qualifications:

• High School Diploma
• Proficiency in Spanish language
• Basic knowledge of English language
• 0-2 years of related experience
• Effective interpersonal and communicational skills
• Proven strong organizational skills; Ability to prioritize and work on own initiative
• Enthusiastic and hard working
• Keyboard proficiency (accurately type minimum of 30 WPM); Understanding of Windows-based applications/tools
• Understanding of basic customer location/geography area knowledge
• Ability to work in shifts