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
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