Bilingual Tech Support Representative
ABOUT THE COMPANY:
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.
Our comprehensive approach includes taking charge of our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.
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 Bilingual Tech Support Representative at Ethos Support, you will play a pivotal role in delivering exceptional technical assistance and support to our diverse clients and customers. Your ability to communicate effectively in multiple languages will be crucial in ensuring outstanding customer experiences and maintaining a high level of technical expertise.
- Provide timely and effective technical support to clients and customers in multiple languages through various communication channels such as phone, email, and chat.
- Diagnose and troubleshoot technical issues related to software, hardware, and network systems, striving for swift and accurate issue resolution.
- Collaborate with cross-functional teams to address complex technical problems, fostering transparent communication and teamwork.
- Maintain accurate records of customer interactions, technical solutions, and troubleshooting steps to ensure thorough documentation.
- Contribute to the creation and updating of technical support materials, including knowledge base articles and FAQs, in multiple languages.
- Stay updated on industry trends, emerging technologies, and product developments to continuously enhance your technical skills and knowledge.
- Identify opportunities for process improvement, workflow optimization, and enhanced customer support experiences.
- Uphold a positive and professional demeanor to uphold the company’s commitment to excellent customer experiences across languages.
- Other duties as assigned.
- 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.
- 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.
- 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.
Equal Opportunity Employer Statement:
Ethos Support is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace that values and respects all individuals, regardless of their race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse workforce is essential for fostering innovation, creativity, and achieving our company’s goals.
All qualified applicants will receive consideration for employment without regard to any protected status as defined by applicable law.
We strive to cultivate a work environment that encourages fairness, teamwork, and mutual respect, where every employee can thrive and contribute to the success of our company. We actively promote diversity in all aspects of employment and are committed to providing an inclusive and welcoming environment for all employees.
Join us at Ethos Support and be a part of our mission to deliver exceptional services while embracing the strengths that come from our diverse team.