Job Description, Responsibilities & Requirements
About the Position
Spanish Bilingual Technical Support Representative for Cybersecurity Company (Remote)
We're seeking a Spanish Bilingual Technical Support Representative for a cybersecurity company to join our remote team, providing exceptional customer service.
Responsibilities
- Answer and address support chats/calls from customers.
- Answer and address incoming emails and inbound calls from customers.
- Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
- Ensure customer needs are met by ensuring customer awareness of relevant client products and services when appropriate.
- Provide remote troubleshooting using BeyondTrust or client-of-choice.
- Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
- Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
- Effectively execute transactions for paid services.
- Work closely with other departments to resolve outstanding issues.
- Assist in documenting solutions for our Knowledgebase for training and information purposes.
- Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
- Provide backup chat/case/call support for Customer Service volume when necessary.
- Project a positive attitude and be a mentor for other employees.
- Maintain a favorable image of client when interfacing with outside sources.
- Accurately record and submit timesheets and paid time off requests.
- Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.
Requirements
- Minimum of high school diploma or equivalent required, post high school education preferred.
- Fluent in spoken and written Spanish.
- 6+ months customer service, sales, or technical support experience required.
- Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter is preferred.
- Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
- Ability to work on multiple projects and tasks simultaneously in an efficient manner.
- Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
- Must have the flexibility to work overtime on short notice - as requested - by the management team.
- Must have a history of good attendance.
We Offer
- Competitive salary: $1,000 USD/month.
- Remote work options.
- Professional development budget.
About the Company
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
Tech Checklist - Gotta Have It!
- A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.
- A quiet, cozy workspace to handle calls and chats like a pro.
Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED