Bilingual Tech Support Agent (Tier 2)

The agent must provide excellent support service on every single contact following client processes and policies most politely and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems and have communication etiquette.

**Responsibilities**:

- Provide guidance and information for product inquiries.
- Process Return Merchandise Authorizations for purchases and service.
- Diagnose and resolve 2nd level technical issues efficiently and professionally. First contact resolution is the goal.
- Document all customer transactions and correspondence in the customer record on resolution of assigned service requests.

**Requirements**:

- High school degree
- Technical level in Computer Services (plus)
- 1-2 years' experience in call center environment demonstrating professional phone skills, required.
- 1-2 years' experience providing product technical support, is a must.

**Salary**: ¢600,000.00 - ¢650,000.00 per month