This site uses cookies. To find out more, see our Cookies Policy

Bilingual Customer Support Specialist in McClellan Park, CA at SBM Site Services

Date Posted: 5/2/2018

Job Snapshot

Job Description

SBM Management is currently looking to hire a Customer Support Specialist to join their team!  The Customer Support Specialist will work to continuously improve the customer experience, both internal and external.

Responsibilities
  • Primary interface and resource for end users and is responsible for effective real time problem analysis and resolutions phone calls, emails
  • Uses discretion to effect timely responses to ticketing issues in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
  • Proactively searches for and provides creative ideas when known resolutions are not immediately available.
  • Provides timely follow-up and status updates to end users as issues are processed and resolved.
  • Follow up on escalated issues, be the voice of the customer, own the process.
  • Most importantly, build dynamic relationships with our customers.
  • Identify and make recommendations for ways to improve our processes, tools, and materials to enhance the customer experience.
  • Provide phone assistance and answers to customers’ questions
  • Document all customer interactions
  • Assist as needed to enhance team effectiveness and customer satisfaction

Job Requirements

  • Knowledge of tools like JIRA, HipChat, and Zendesk
  • A bachelor degree, technical degree, or 5 years + in the technical trenches
  • Strong listening, verbal and written communication skills pertaining to problem solving techniques and customer resolution management
  • Bilingual (English/Spanish) is strongly preferred
  • Knowledgeable of software development methodologies, best practices, and strong navigation and site-design instincts
  • Ability to quickly learn and communicate value
  • Previous Customer service or phone support experience
  • Customer first mentality with desire to deliver a world class customer experience
  • Strong analytical reasoning

Available Shift:  Full Time