Bilingual Customer Support Specialist

A Little About the Role The Bilingual Customer Support Specialist will be responsible for completing Customer Requests through HubSpot Tickets. Using telephone, email, chat and meetings, the specialist will be required to complete tickets in a timely manner. This includes identifying the customer’s issues, and utilizing troubleshooting, researching, and excellent communication skills to complete each ticket. What you’ll do: Primarily responsible for delivering service and support to clients via telephone, e-mail, chat, and appointments Communicate professionally and effectively in client interactions Provide technical assistance and guidance in all aspects of the software Ask probing questions to obtain an accurate understanding of client’s needs Research and provide possible solutions by using analytical, problem-solving, departmental resources, and organizational skills Troubleshoot and escalate all potential issues appropriately Accurately document all internal and external communications in a timely manner Review open cases daily and complete follow-up weekly Conduct peer reviews and peer audits as needed Provide backup reception duties for phone, email, appointments, and chats as needed Follow all departmental processes and procedures Perform additional office, documentation, customer service, and special project tasks as required Our ideal candidate will have: At least 1 year of customer service experience Must be able to communicate with customers both verbally and with written communication in both English and Spanish Ability to multi-task, set priorities, and manage time effectively while providing outstanding customer service Flexible, detail-oriented, self-starter that is a highly motivated quick learner Must possess exceptional communication, analytical, problem-solving, and organizational skills Ability to handle complex/stressful situations with a high level of professionalism Strong team orientation with a focus on collaboration Bachelor’s Degree preferred OR equivalent work experience Experience using HubSpot, Slack, SharePoint, and DevOps Familiarity with client ticketing systems, VOIP, appointment, video, and chat software Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools Technical writing experience Knowledge of Head Start/Early Head Start Experience using ChildPlus Software Physical Requirements: This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees Use of computer, telephone, and other office equipment for the greater part of the workday Occasional travel may be required for this position Salary $23 - $25/year DOE Location This position is based in our Atlanta, GA office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office a minimum of 3 days a week. #J-18808-Ljbffr Procaresolutions