Technical Support Representative

Fpsinc; Bogotá; Presencial; COP 33.480.000 - 49.104.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site work

Performance bonus

Descripción de la vacante

Full Potential Solutions (FPS) is seeking a Technical Support Representative to handle customer inquiries and provide both technical support and sales assistance. This on-site role in Bogotá requires bilingual English/Spanish communication and experience in a call center environment.

A base salary of COP 3.0M per month plus a performance bonus of up to COP 1.4M and uncapped commissions in USD are offered. This position focuses on diagnosing and resolving issues related to phone and internet

Formación

• Minimum of 1 year experience in the Call Center Environment.
• Bilingual English and Spanish communication required.
• Strong customer service and communication skills with attention to detail.

Responsabilidades

• Respond to customer inquiries and resolve technical issues via phone, email, and chat.
• Diagnose and troubleshoot phone and internet service problems (VoIP, broadband, wireless).
• Meet or exceed first-call resolution and customer satisfaction targets.
• Educate customers on product features and self-service options.
• Identify sales opportunities and upsell/cross-sell products and services.

Conocimientos

Call Center Experience

Bilingual English/Spanish

Customer Service Skills

Problem-Solving

Descripción del empleo

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

Technical Support Representative

As a Technical Support Representative, you will be responsible for identifying customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. Carefully attending to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer. This is 50% Technical Support and 50% Customer Service and Sales and will cater both Spanish and English Customer

Primary Focus

Respond to customer inquiries and resolve complex technical issues related to phone and internet services via phone, email, and chat

Diagnose and resolve technical issues for phone and internet services, including VoIP, broadband, and wireless connectivity issues, through remote troubleshooting and guidance.

Meet or exceed customer satisfaction and first-call resolution targets

Educate customers on product features, self-service options, and preventative maintenance tips to enhance their experience.

Identify sales opportunities and upsell/cross-sell products and services to customers

Qualifications

• Experience in technical service; This is 50% Technical Support and 50% Customer Service and Sales and will cater both Spanish and English Customer
• Minimum of 1 year experience in the Call Center Environment
• Advanced problem-solving skills and can effectively communicate with customers and work groups
• Ability to multi-task and have organizational and data entry skills
• Strong attention to detail and the ability to follow directions
• Excellent customer service and communication skills
• Effective listening and analytical skills, plus the ability to summarize information and offer solutions
• Strong outgoing personality and great work ethic
• Flexible with work hours — day, evening, night, weekend, and holiday; overtime may be required
• Must be willing to undergo pre-employment background and medical assessment
• Willing to work onsite

What’s in it for you:

100% on-site: Calle 92 #15-78, Tinkko Lares 92 Building

Base Salary: $3.0M COP

Performance Bonus: Up to $1.4M COP

Plus uncapped commission in USD!