Job Summary/ Overview: Each agent must answer customers' inquiries about the account's different types of products and services through various channels (voice, chat, webform, email, and social media). This person provides support to the customers and thoroughly documents each interaction. Key Responsibilities and Accountabilities The agent must provide excellent support service to every single contact, following the account's processes and policies, and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems, and have communication etiquette. Customer Assistance: Handling incoming calls, webforms, emails, chats, or social media inquiries from customersProviding prompt and courteous responses to customer inquiries and issuesAssisting customers with product or service-related questions, troubleshooting, and problem resolutionMaking outbound calls to customers when circumstances dictate Basic Troubleshooting: Performing initial diagnosis and troubleshooting of customer issuesFollowing standard procedures to resolve simple problemsEscalating complex issues to Tier 2 support or supervisors when necessary Experience / Skills: Excellent Spanish/English communication skillsKnowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferredProficient in critical thinking skills, listening skills and conflict resolutionDemonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is criticalAt least 1-year experience in a call center environment demonstrating professional phone skills is requiredAt least 1-year experience providing product technical supportPhone sales experience is preferred Age: Applicant must be 18 years old or above Education: High School diploma is required; some college education is preferred Schedule: Must be flexible with schedule (24/7 operations) will support US, APAC, EMEA regions