Bilingual Italian And English Tech Support - San Juan

Job Opening: Bilingual TSR - Italian
Location: Greenhills, San Juan
Start Date: ASAP

Please keep your line open for the over-the-phone interview.
Job Summary:
We are looking for Italian-speaking Technical Support Representatives (TSR) to provide assistance to customers with inquiries related to various products and services.
Support will be offered through multiple channels, including phone, chat, web forms, email, and social media.
Representatives will ensure excellent service while documenting all interactions accurately.
Key Responsibilities:
Customer Support:

Manage incoming calls, emails, chats, web forms, and social media messages.
Respond to inquiries and concerns in a timely and professional manner.
Assist customers with product or service inquiries, troubleshooting, and issue resolution.
Make outbound calls as necessary.
Basic Troubleshooting:

Diagnose and troubleshoot basic customer issues.
Follow procedures to resolve technical problems.
Escalate complex cases to Tier 2 support or supervisors when required.
Information & Guidance:

Provide customers with information about products, services, promotions, and policies.
Help customers with account setup, billing questions, and order processing.
Documentation & Data Entry:

Record customer interactions and relevant details in the system.
Maintain logs of customer complaints, feedback, and resolutions.
Customer Satisfaction:

Aim to meet or exceed service level agreements (SLAs).
Ensure a positive customer experience in each interaction.
Strive for first-contact resolution when possible.
Qualifications & Experience:

Fluent in Italian and English (both written and spoken).
Proficient in Windows applications (Microsoft Word, Excel, or similar).
Strong critical thinking, listening, and conflict resolution abilities.
Accurate data entry skills (minimum 40 words per minute), with the ability to type while listening.
At least 1 year of call center experience with professional phone handling.
Minimum 1 year of experience in technical product support.
Previous experience in phone sales is a plus.
Age Requirement:

Must be 18 years old or older.
Educational Requirement:

High school diploma required (some college education preferred).
Work Schedule:

Flexible schedule required (24/7 operations).
Supports US, APAC, and EMEA regions.
If you meet the qualifications and are interested in this exciting bilingual support role, apply now!