Bilingual Product Support Representative

Summary

Join Skillsoft as a Bilingual Technical Support Representative and handle customer and employee inquiries via live help, phone, and email in both English and Spanish. Liaison with clients to meet their needs and compile reports. Route or answer all incoming communications, maintain student databases, and stay updated on course changes. You will be familiar with Skillsoft products (Percipio, Books24x7, Skillsoft Compliance) and maintain workload measurement timesheets. Adherence to service level agreements is crucial. This role requires excellent communication and technical skills.

Requirements

• Post-secondary education in a related field or an equivalent combination of training and experience
• Competency in written and spoken Spanish; as well as written and spoken English
• In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools
• Previous experience (1+ years) working in a Product Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers
• Good knowledge of Windows Platforms, eCommerce and Web/Internet platforms
• Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
• HTML, firewalls, and proxy servers
• Understand and utilize new technologies/systems
• Typing speed of at least 40 wpm

Responsibilities

• Liaison with client and ensure client’s needs are met
• Compiles client reports as requested
• Routes or answers all incoming communication (email, phone, or other) from customers and clients
• Maintains student database
• Keeps up to date on course/curriculum offerings’ changes to certification tracks; recommend course orders
• Familiar with all Skillsoft products; including Percipio, Books24x7 and Skillsoft Compliance
• Maintains workload measurement time sheets to be submitted to supervisors
• Attentive to service level agreements