Customer Support Specialist-Bilingual

2 days ago

Duluth, Minnesota, United States Q-Matic AB Full time
Job Title: Customer Support Specialist-Bilingual

Job Summary:

We are seeking a highly skilled and experienced Customer Support Specialist-Bilingual to join our team at Qmatic. As a key member of our customer support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Provide technical support and issue resolution for computer hardware, software, and peripherals to our clients' network and Qmatic system.
  • Collaborate with other team members, project management, sales, and end-users to ensure seamless customer support.
  • Diagnose, troubleshoot, and resolve technical issues in a timely and efficient manner.
  • Log all incoming problems and requests, and document actions taken to resolve them.
  • Articulate and document customer solved problems in our CRM system.
  • Refer unresolved problems to higher-level support as needed.
  • Analyze problems or inquiries, assign severity levels, and follow through on resolution in accordance with service level agreements and business priorities.
  • Provide follow-up status to clients in accordance with specified support policies and procedures.
  • Ensure internal failures are recorded, improvements identified, and feedback provided to relevant departments.
  • Adhere to escalation procedures, issue documentation, and customer data submission.
  • Encourage process improvement and support implementation.
  • Provide basic end-user training to customers on system usage.
  • Promote service agreements to customers without existing agreements.
  • Configure software and hardware for new and existing clients.
  • Send defective articles back to suppliers.
  • Test repaired articles.
  • Participate in customer support forums and meetings.
  • Provide on-site support when necessary.

Requirements:

  • Relevant education in IT/Computer Technology.
  • 2-4 years of experience from a help desk/customer support function.
  • Good PC/network troubleshooting skills.
  • Thorough knowledge of Windows-based software components.
  • Good understanding of Microsoft SQL Server or Oracle.
  • Ability to learn Qmatic solutions technical knowledge.
  • Knowledge to work with application issues and detailed problem-solving.
  • Service-minded approach with a high level of professionalism to deliver great customer experience and contribute to business opportunities.
  • Ability to work under pressure to meet Service Level Agreements.

Language Skills:

Ability to speak multiple languages, with English and Spanish being mandatory.

Work Environment:

This position is performed in a traditional office environment and occasionally at the client location.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

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