Customer Support Agent - (Spanish Speaking) (Bench Team)
Core
Provide fast, accurate, and personalized customer support through research, investigation, troubleshooting, and resolution of issues via tickets and communication channels.
Role type
Individual-contributor customer support agent
Builds
Resolved customer issues and knowledge-base articles
Domain
Technology solutions / Customer support
Required skills
Spanish fluency, English fluency, ticket management, troubleshooting, research, critical thinking, time management, Microsoft Office proficiency
Preferred skills
Bachelor's degree, online gaming knowledge, account-related support experience, independent troubleshooting
Technologies
Microsoft Office, ticketing systems, Mattermost
Responsibilities
Manage and respond to customer-support tickets within SLAs, follow established troubleshooting procedures, assist with creating and updating knowledge-base articles, coordinate with internal teams to identify trends, research and resolve escalated issues, monitor client-facing communication tools, support onboarding of new agents.
Seniority
Entry-level to Mid-level, hands-on IC