Bilingual Technical Support Level II (Hybrid/Remote)- Spanish/English
- Interact with customers to provide and process information in response to inquiries and concerns about Acer products and services.
- Answers to all inbound technical support inquiries regarding customers’ hardware and software issues.
- Identifies, investigates, and resolves users’ problems with computer software and hardware.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding their products.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Collaborate with other departments to research and resolve problems.
- Create and submit orders and repairs to address service issues and warranty-related replacements needed.
- Maintains knowledge of technology innovations and trends.
- Documents all inbound and outbound customer interactions.
- Owns and manages tasks to complete closure.
- Prepares technical writing to support the work instructions and manuals.
- Redirect problems to appropriate resources.
- Performs other related duties as assigned.
- Excellent verbal and written communication skills.
- Phone Etiquette: Excellent interpersonal and customer service skills with clear communication, active listening, positive tone and appropriate language to make good first impressions and build rapport with the customer.
- Troubleshooting/diagnostic experience.
- Must be self-motivated with inherent ability to multi-task.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Knowledge of Windows, Chromebooks, and Linux operating systems.
- Proficient with Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
- Identify / define processes that enhance the customer experience, reduce costs and deliver the right solution the first time.
- Strong problem solving and negotiation skills with the ability to deal with difficult customers and situations.
- Must possess excellent interpersonal skills with the ability to work in a collaborative team environment.
- Minimum of 6 Months technical support experience – preferably phone/email experience.
- Minimum of 6 months in customer service or support role – preferably phone/email experience.
- High school diploma or equivalent; or a minimum of 6 months related experience or training; or equivalent combination of experience and education.
- Technical certifications and/or associate’s degree a plus.
- Preference will be given to candidates within commuting distance of our Temple, TX site. Highly qualified remote candidates are welcome to apply.
- Expected to perform work functions at the office 3 days per week + 2 days per week working remotely.
- Work is performed full-time, Monday through Friday during standard working hours; day shift 8:00 AM to 7:00 PM Central Time, must be able to work a shift schedule that falls during these workdays and hours.
- Office and remote workdays are subject to change at any time.
- Ability to maintain a 96% (rolling 13-week) attendance average.
- Some evening meeting may be required to accommodate various resource time zones.
- Quarterly, plus as needed, on-site meetings will also be held. Participation is required.
- Prolonged periods sitting at a desk and working on a computer.
- Frequently required to use hands for keyboarding and telephone operation
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
- Occasionally required to walk, stand and reach with arms.
- Must be able to lift to 10 pounds at times.
- While performing the duties of this job, the employee will work in ambient room temperatures with lighting and traditional office equipment as found in a typical office environment.
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