Bilingual Technical Support Representative

  • location: Rancho Cordova, CA
  • type: Temp to Perm
  • salary: $16 - $18 per hour
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job description

Bilingual Technical Support Representative

job summary:
Our client has a 3-6+ month contract to hire opportunity for a Bilingual Technical Support Representative in the Sacramento area.

SUMMARY:

Responsible for providing our client's customers with excellent service via our clients support center. The Technical Support Representative will provide "first tier" and "second tier" technical troubleshooting and support and manage all issues to closure within our clients various departments. This person is responsible for projecting a professional image through phone and/or email interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a list of the job's essential duties and responsibilities:

  • Answer phones and/or emails professionally
  • Respond to customer inquiries
  • Research required information using available resources
  • Handle and resolve customer questions, issues and complaints according to required service levels
  • Process RMAs, orders and do internal follow-up as necessary to ensure we deliver on our promises and any service level agreements
  • Identify and escalate priority issues
  • Route calls to appropriate resources and staff
  • Follow-up customer calls where necessary
  • Complete call logs
  • Complete call reports
  • Support creating activity reports on call center cases
  • Troubleshoot all elements of a digital cinema deployment (projector, media player, automation, server, switches)
  • Ability to write knowledge base articles
  • Experience configuring managed switches
  • Flexible to work the Graveyard Shift
Following is a list of the job's critical necessary qualifications:

  • Experience troubleshooting proprietary systems with limited documentation
  • Fluency in English, written and oral
  • Fluency in Spanish, written and oral, REQUIRED
  • Exceptionally customer oriented, reliable judgment, problem solving skills
  • Excellent project management skills; ability to get things done
  • Ability to multi-task with exceptional attention to detail
  • Ability and motivation to take initiative as an advocate of our customers to others
  • Ability to clearly communicate actions necessary and to influence broad spectrum of stakeholders on behalf of the customer
  • Excellent interpersonal skills; able to work with many different teams and cultures
  • Self-starter with pride of ownership
  • Capable of handling medium to high levels of stress and retain resilience
  • Knowledge of digital cinema market, products and value proposition
  • Ability to produce quality deliverables
  • Expert computer skills (MS Office) and demonstrated comfort with computer and other hardware (i.e., servers, switches, etc)
  • Basic knowledge of IP and experience with local area networks (e.g., set up and configuration)
  • Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance on vehicle used. Approximately 10% travel
  • Ablility to lift up to 50 pounds as needed
EXPERIENCE:

  • Associates degree in IT or Electronics or equivalent training
  • 2-3 years of experience in customer service, technical services support, digital cinema environment
  • Familiarity or demonstrated comfort using call center and ERP tools (e.g., Salesforce.com)
  • Electronics experience a plus
 
location: Rancho Cordova, California
job type: Contract
salary: $16 - 18 per hour
work hours: 8 to 5
education: No Degree Required
 
responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a list of the job's essential duties and responsibilities:

  • Answer phones and/or emails professionally
  • Respond to customer inquiries
  • Research required information using available resources
  • Handle and resolve customer questions, issues and complaints according to required service levels
  • Process RMAs, orders and do internal follow-up as necessary to ensure we deliver on our promises and any service level agreements
  • Identify and escalate priority issues
  • Route calls to appropriate resources and staff
  • Follow-up customer calls where necessary
  • Complete call logs
  • Complete call reports
  • Support creating activity reports on call center cases
  • Troubleshoot all elements of a digital cinema deployment (projector, media player, automation, server, switches)
  • Ability to write knowledge base articles
  • Experience configuring managed switches
  • Flexible to work the Graveyard Shift
 
qualifications:
Following is a list of the job's critical necessary qualifications:

  • Experience troubleshooting proprietary systems with limited documentation
  • Fluency in English, written and oral
  • Fluency in Spanish, written and oral, REQUIRED
  • Exceptionally customer oriented, reliable judgment, problem solving skills
  • Excellent project management skills; ability to get things done
  • Ability to multi-task with exceptional attention to detail
  • Ability and motivation to take initiative as an advocate of our customers to others
  • Ability to clearly communicate actions necessary and to influence broad spectrum of stakeholders on behalf of the customer
  • Excellent interpersonal skills; able to work with many different teams and cultures
  • Self-starter with pride of ownership
  • Capable of handling medium to high levels of stress and retain resilience
  • Knowledge of digital cinema market, products and value proposition
  • Ability to produce quality deliverables
  • Expert computer skills (MS Office) and demonstrated comfort with computer and other hardware (i.e., servers, switches, etc)
  • Basic knowledge of IP and experience with local area networks (e.g., set up and configuration)
  • Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance on vehicle used. Approximately 10% travel
  • Ablility to lift up to 50 pounds as needed
 
skills: EXPERIENCE:

  • Associates degree in IT or Electronics or equivalent training
  • 2-3 years of experience in customer service, technical services support, digital cinema environment
  • Familiarity or demonstrated comfort using call center and ERP tools (e.g., Salesforce.com)
  • Electronics experience a plus

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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