Spanish Speaking Tech Support/Customer Service Zoom Systems
We are seeking a fluent Spanish & English speaking, energetic self-starter who is passionate about giving great customer service and ensuring maximum availability for our Spanish markets in our international team. The candidate must be detail-oriented and have good listening, problem-solving, and communication skills both written and orally. This person should have experience in working with hardware (mechanical and electrical) and software. This role will be responsible for customer service and managing our Spanish network of ZoomShops, diagnosing and troubleshooting issues over the phone and general dispatch management.
After a training period, the position will require working night shift (11:00 pm ? 8:00 am) for a full time 40 hour week. This position requires the flexibility to cover weekends and holidays as needed. You must be able to work independently as well as part of a close-knit team. As ZoomSystems is a dynamic, fast-changing environment, working here requires a sense of urgency as well as the ability to multi-task, document, along with attention to detail.
Answer Customer Service phone calls (both international and US) respond to incoming inquiries within agreed upon service level turnaround times.
Manage, create and walk field Technicians through onsite dispatches and repairs.
Troubleshoot and suggest improvements and new process for production hardware and software.
Maintain department dispatch database as assigned. Ensure tickets are correctly and completely opened, closed, documented and escalated (if necessary) as required.
Work with Production Operations and Engineering on releases, changes, enhancements.
Receive and test Engineering release (fixes), tests and run against real world environments and approve for release to production.
Document, research and escalate incoming problem reports to ensure the history of reported ZoomShop issues is maintained and appropriate follow up action is taken when necessary.
Creates Ghost images with new releases for production.
Develops methods and practices for Field Technicians.
Helping out with other international markets when needed or assigned projects/tasks.
Fluent writing and speaking both Spanish and English.
Higher education, 4 year degree, EE or CS or equivalent experience.
Understanding troubleshooting of Windows platforms, mainly Window XP.
2+ years of experience in Help Desk Support or equivalent experience.
Experience with troubleshooting electrical circuits and switches.
Experience with using Multi and Ohm meters to diagnose electrical shorts.
Demonstrated track record in software and hardware integration, production release and/or other technical support.
Emphasis on Production Engineering and QA a plus.
Strong PC hardware and software troubleshooting skills a must.
Ability to create processes and documentation of processes.
Self motivated and able to self manage, organized, detail oriented, some project management skills.
Able to multi task and prioritize to meet critical deadlines on assigned tasks/projects.
Exceptional communication and interpersonal skills: ability to effectively interface with and build relationships with customers, third party service providers, and team members.
Excellent organizational skills, attention to detail and accuracy: able to prioritize demands and multi-task in order to complete daily and weekly objectives on time.
Work ethic: 100% dependable with fantastic follow through, the desire to ?make a difference?, and committed to a culture of respect.
Proficient in using Web browsers, Microsoft Office, Word and Excel.
Able to work off-hour shifts, weekends and holidays.
||350 Brannan Street |
San Francisco, CA 94107