Bilingual Production Support Representative

2 weeks ago

Irving, United States PrideStaff Full time

Bilingual Production Support Representative Location: Irving, TX | 100% - ON SITESchedule: M-F 9:30-6:00Type: Temp-to-HireCompensation: $21-23/hr DOE ResponsibilitiesHandle User Inquiries: Provide direct technical support via phone (majority), chat, and email to apartment leasing staff regarding software operation, connectivity, printing, and general system concerns.Tier 1 & 2 Issue Resolution: Resolve escalated customer service issues including password resets and basic system navigation.Tier 2 Focus: Assist in identifying underlying issues in application code (Java and .NET). This role involves shadowing IT/Development teams to investigate and learn code-level diagnostics. Commitment to technical learning is essential.Advanced Troubleshooting: Investigate, analyze, coordinate, and track moderate to complex customer issues through to resolution.Research & Proactive Outreach: Conduct necessary research to resolve issues. Initiate proactive calls to users for high-priority or escalating technical problems.Team Collaboration: Interface with the offshore call center to provide guidance on support processes and specialized case scenarios.Administrative Support (As Needed): Perform order fulfillment, data entry, tracking, and customer follow-up on spreadsheets. Address customer billing inquiries and coordinate with collections/finance departments for resolution. Required Performance MetricsCase Volume: Approximately 10 cases per day.Quality: High focus on Quality Assurance (QA) metrics. Training & DevelopmentTraining Period: 2–3 weeks, focusing on product knowledge, modules, and concepts.Shadowing: Structured shadowing with team members post-initial training for practical application. Career AdvancementThis role is a clear path to advancement based on technical drive or client focus.Compensation / Pay Rate (Up to): $21.00 - $23.00 Per Hour

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