Technical Support Representative

FPS Innovation Labs; Bogotá; Presencial; COP 33.480.000 - 66.960.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site job location

Performance bonus

Uncapped commissions in USD

Descripción de la vacante

Full Potential Solutions (FPS) seeks a Technical Support Representative in Bogotá, Colombia, to handle 50% technical support and 50% customer service and sales. The role requires helping customers with phone and internet services, with emphasis on empathy and rapport-building.

On-site position offering a base salary of COP 3.0M, a performance bonus up to COP 1.4M, and uncapped commissions in USD. The work is in a dynamic, globally distributed team environment.

Formación

• 50/50 split between technical support and customer service and sales.
• Minimum 1 year in a call center.
• Ability to multitask and strong communication with customers and teams.
• Must be willing to work onsite.

Responsabilidades

• Respond to inquiries and resolve complex issues via phone, email, chat.
• Diagnose and resolve VoIP, broadband, and wireless issues remotely.
• Meet or exceed first-call resolution targets.
• Upsell and cross-sell products and services.

Conocimientos

Technical support

Customer service

Bilingual Spanish/English

Communication skills

Problem solving

Herramientas

VoIP

Remote support tools

Descripción del empleo

Operations

Bogotá, Colombia

Technical Support Representative

Join our team today and unleash your full potential!

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!

Job Description

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!

Department Operations Role Agent Locations Bogotá, Colombia