Bilingual Tech Support Representative – Global Remote

ABOUT THE COMPANY:

Ethos Support is a dynamic and innovative company, committed to delivering exceptional customer and employee experiences. We believe in leveraging technology and human insight to provide top-notch service and support across various industries. Our mission is to enhance customer satisfaction and retention through effective communication, problem-solving, and innovative solutions.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com

BASIC JOB SUMMARY:

As a Tech Support Representative at Ethos Support, you will play a vital role in providing exceptional technical assistance and support to our clients and customers. You will be a key part of our commitment to delivering outstanding customer experiences while maintaining a high level of technical expertise.

JOB RESPONSIBILITIES:

  • Provide prompt and effective technical support to clients and customers via various communication channels such as phone, email, and chat.
  • Diagnose and troubleshoot technical issues related to software, hardware, and network systems, aiming for swift issue resolution.
  • Collaborate with cross-functional teams to resolve complex technical problems, ensuring seamless communication and cooperation.
  • Document and maintain accurate records of customer interactions, technical solutions, and troubleshooting steps.
  • Assist in creating and updating technical support documentation, including knowledge base articles and FAQs.
  • Stay up-to-date with the latest industry trends, technologies, and product developments to enhance your technical skills and knowledge.
  • Identify opportunities to improve processes, streamline workflows, and enhance the overall customer support experience.
  • Uphold the company’s commitment to delivering excellent customer experiences by maintaining a positive and professional demeanor.
  • Other duties as assigned.

REQUIRED LANGUAGES:

English

DESIRED LANGUAGES:

Please note, English is required in addition to native or proficiency in one or more of the following languages would qualify as bilingual or multi-lingual for this role:

  • Arabic
  • Dutch
  • French – Canadian
  • French – Parisian
  • German
  • Italian
  • Japanese
  • Korean

DESIRED QUALIFICATIONS:

Experience:

  • Proven experience in a technical support role, preferably in a BPO or customer-focused environment.
  • Familiarity with troubleshooting techniques for software, hardware, and network issues.
  • Experience in using ticketing and customer relationship management (CRM) systems.

Skills Requirement:

  • Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
  • Excellent communication skills, both verbal and written, with a customer-centric approach.
  • Proficiency in navigating and using various operating systems, applications, and tools.
  • Ability to multitask and prioritize tasks in a fast-paced environment.

Core Competencies:

  • Customer-focused mindset: A dedication to understanding and meeting the needs of customers while ensuring their satisfaction.
  • Technical expertise: A solid understanding of technology and the ability to convey technical information to non-technical customers effectively.
  • Collaboration: A willingness to work closely with team members and cross-functional teams to achieve common goals.
  • Adaptability: The capability to adapt to evolving technologies and changing customer needs.
  • Problem-solving: A proactive approach to identifying issues and finding innovative solutions.

DIVERSITY AND INCLUSION:

Ethos Support is an equal-opportunity employer that embraces diversity and is committed to building an inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We value the strength of diversity, as it allows us to view things from different viewpoints and bring unique value to the table. We prioritize creating a work environment where all employees feel valued, have a sense of belonging, and can be their authentic selves.


Apply for this position

Allowed Type(s): .pdf, .doc, .docx