Bilingual Client Success Advocate (Spanish/English)

Underline El Paso, LLC; Colorado Springs (CO); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

Paid Family Leave

401k

Job summary

Underline El Paso, LLC is seeking a Client Success Representative to be the voice of the client and the company in Colorado Springs. You will handle client inquiries, troubleshoot issues, and coordinate on-site and remote support to maximize satisfaction.

You will work closely with engineering and network operations to resolve problems, document steps, and improve processes while maintaining a professional client relationship across channels.

Qualifications

• 1+ years experience in client service or client-facing roles.
• Bilingual – Spanish/English Speaking.
• Consistently meet or exceed productivity, quality, and client satisfaction goals.

Responsibilities

• Answer incoming client emails, calls, and chats regarding billing issues, product problems, service questions, technical troubleshooting of client equipment, and general client concerns.
• Perform basic and advanced troubleshooting of client hardware and software issues, including network connectivity, device configuration, and performance issues related to client equipment (routers, modems, etc.).
• Guide clients through diagnostic steps to identify problems with their equipment and resolve issues when possible, including resetting, configuring, or updating devices.
• Investigate client issues in various business systems, and when not able to resolve the issue directly, work with other departments, such as engineering and network operations, to resolve complex technical problems.
• Coordinate and dispatch technical service teams for on-site support when issues cannot be resolved remotely. Ensure all relevant information, including troubleshooting steps and equipment status, is clearly communicated to the field technicians.
• Work with installation partners to schedule, monitor, and confirm appointments for client installations, upgrades, or repairs. Ensure that installations are completed to the highest standards and that any post-installation issues are quickly addressed.
• Identify trends heard from clients by logging and tagging issues, and then reporting trends with as much data as you can provide, including recurring technical issues or hardware failures.

Skills

Bilingual Spanish/English

Communication skills

Problem solving

Tools

ZenDesk

ServiceNow

Job description

Underline El Paso, LLC is seeking a Client Success Representative to be the voice of the client and the company in Colorado Springs. You will handle client inquiries, troubleshoot issues, and coordinate on-site and remote support to maximize satisfaction.

You will work closely with engineering and network operations to resolve problems, document steps, and improve processes while maintaining a professional client relationship across channels.