BILINGUAL TECHNICAL SUPPORT LEVEL II

Job Summary

This is a direct temp to hire position. Excellent benefits package offered after 90 days.

• Must be bilingual English/Portuguese***

Interface via telephone, email and/or chat with external customers on technical support related issues. Works various technical and customer service-related correspondences to ensure customer issues are resolved in a timely manner.

Job Responsibility

• Interact with end users to provide and process information in response to inquiries and concerns about Acer products and services.
• Engage with partners “Call Center Level 1 Team & internal departments” to provide and process information in response to their inquiries and concerns.
• Answer and follow up on all inbound technical support inquiries (Calls, Webchats, SMS, WhatsApp, emails, etc.) regarding customers' hardware, software, and general issues.
• Documents all inbound and outbound customer interactions.
• Create and submit orders and repairs, “including web request repairs,” to address service issues and warranty-related replacements as needed.
• Owns and manages tasks to complete closure.
• Prepares technical writing to support the work instructions and manuals.
• Perform Warranty Validations and arrange shipments.
• Participate in Team meetings online and in person when requested or needed.
• Participate in Beta or Live testing related to the call center systems when requested or needed.
• Participate in all the training programs required by the company.
• Redirect problems to appropriate resources.
• Other duties as assigned by management.

Requirements

• Exceptional written and verbal communication skills.
• Problem-solving and negotiation skills, adept at handling demanding customers or situations.
• Strong active listening abilities and attention to detail.
• Ability to understand customers' emotions, demonstrate empathy, and handle sensitive situations with tact and professionalism.
• Proficient in time and task management.
• Proficient in prioritizing interactions and organizing information to ensure efficiency and effectiveness.
• Self-motivated with a natural capability to handle multiple tasks simultaneously.
• Identify/define processes that enhance the customer experience, reduce costs, and deliver the right solution the first time.
• Must possess excellent interpersonal skills with the ability to work in a collaborative team environment.
• Minimum of 6 Months of technical support experience – preferably phone/chat/email experience.
• Minimum of 6 months in customer service or support role – preferably phone/chat/email experience.
• Computer troubleshooting/diagnostic experience.
• Strong computer skills and experience in all current Microsoft OS and MS Office.
• Exhibits professional conduct.
• Regular attendance and punctuality are required.
• Have a good understanding of company policies and procedures.
• Must comply with customer data confidentiality and business security measures and regulations.
• Speak Portuguese and Speak English
• Working remotely requires a 100% wired Ethernet connection for consistent and quality connectivity. Acer does not cover costs for internet services and internet provided equipment maintained at a residence.

EDUCATION/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 degrees are a plus.

LOCATION AND SCHEDULE REQUIRMENTS:

• Preference will be given to candidates within commuting distance of our Temple, TX location. Highly qualified remote candidates are welcome to apply.
• Local candidates are expected to perform work functions at the office 2 days per week + 3 days per week working remotely. Work is performed full-time, M-F during standard working hours - day shift as we encourage team collaboration. Some evening meetings may be required to accommodate various resource time zones. Quarterly + as-needed on-site team meetings will also be held. Participation is required.
• Office and remote workdays are subject to change at any time.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands for keyboarding and telephone operation. The employee is occasionally required to walk, stand, and reach with arms. The employee must regularly lift or move 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT:

While performing the duties of this job, the employee works in ambient room temperatures with lighting and traditional office equipment as found in a typical office environment.

Acer is an EEO employer that considers applicants for all positions without regard to race, color, creed, religion, gender, age, national origin, marital status, status with regard to public assistance, disability, veteran status or preferred orientation.