• Bilingual Customer Support Specialist

    Location US-CA-MCCLELLAN
    Job ID
    2018-5085
    Category
    Corporate Partners Jobs
    Employment Status
    Regular Full-Time
  • Overview

    SBM Management is currently looking to hire a Customer Support Specialist to join their team!  The Customer Support Specialist will work to continuously improve the customer experience, both internal and external.

    Responsibilities

    • Primary interface and resource for end users and is responsible for effective real time problem analysis and resolutions phone calls, emails
    • Uses discretion to effect timely responses to ticketing issues in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
    • Proactively searches for and provides creative ideas when known resolutions are not immediately available.
    • Provides timely follow-up and status updates to end users as issues are processed and resolved.
    • Follow up on escalated issues, be the voice of the customer, own the process.
    • Most importantly, build dynamic relationships with our customers.
    • Identify and make recommendations for ways to improve our processes, tools, and materials to enhance the customer experience.
    • Provide phone assistance and answers to customers’ questions
    • Document all customer interactions
    • Assist as needed to enhance team effectiveness and customer satisfaction

    Qualifications

    • Knowledge of tools like JIRA, HipChat, and Zendesk
    • A bachelor degree, technical degree, or 5 years + in the technical trenches
    • Strong listening, verbal and written communication skills pertaining to problem solving techniques and customer resolution management
    • Bilingual (English/Spanish) is strongly preferred
    • Knowledgeable of software development methodologies, best practices, and strong navigation and site-design instincts
    • Ability to quickly learn and communicate value
    • Previous Customer service or phone support experience
    • Customer first mentality with desire to deliver a world class customer experience
    • Strong analytical reasoning

    Available Shift:  Full Time

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