German And English Bilingual Tech Support - San Juan

Job Opening: Bilingual TSR - German
Location: Greenhills, San Juan
Start Date: Immediate

Please keep your line open for the over-the-phone interview.
Job Summary:
We are looking for bilingual German-speaking Technical Support Representatives (TSR) to assist customers with inquiries related to various products and services via phone, chat, web forms, email, and social media.
The role involves supporting customers and ensuring that all interactions are properly documented.
Key Responsibilities:

Provide excellent customer service by following account protocols and meeting Line of Business (LOB) performance targets.
Offer prompt and effective responses to customer queries, troubleshoot issues, and maintain professionalism during each interaction.
Customer Support Duties:

Respond to customer inquiries through inbound calls, web forms, emails, chats, and social media.
Provide timely, courteous, and informative answers to customer questions.
Assist customers with product or service-related issues and find resolutions.
Make outbound calls as needed.
Basic Troubleshooting:

Conduct initial assessments of customer issues and perform basic troubleshooting.
Follow standard procedures to resolve simple technical problems.
Escalate more complex issues to Tier 2 support or supervisors when necessary.
Information and Assistance:

Provide customers with details on products, services, promotions, and company policies.
Assist with account setup, billing questions, and order processing.
Documentation and Data Management:

Accurately document customer interactions and essential details in the ticket system.
Record complaints, feedback, and resolutions in the system.
Customer Satisfaction Focus:

Strive to meet or exceed service level agreements (SLAs) and customer expectations.
Ensure positive customer experiences in all interactions.
Aim for first-contact resolution whenever possible.
Required Experience and Skills:

Fluent in both German and English (written and spoken).
Knowledge of Windows applications (Microsoft Word, Excel, or similar) is advantageous.
Strong skills in critical thinking, listening, and resolving conflicts.
Accurate data entry skills (minimum 40 words per minute), with the ability to multitask (listening and typing).
At least 1 year of experience in a call center environment, demonstrating professional phone handling.
Minimum 1 year of experience in technical product support.
Experience in phone sales is a plus.
Age Requirement:
Applicants must be 18 years old or older.
Education Requirement:
A high school diploma is required, and some college education is preferred.
Work Schedule:
The position requires flexibility to work in a 24/7 operational environment supporting US, APAC, and EMEA regions.