Technical Call Center Agent-Bilingual-Spanish

Panasonic Connect North America; Leawood (KS); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

PTO and holidays

Wellness programs

Job summary

Panasonic Connect North America is seeking a front-line support specialist to assist business customers via phone, email and chat. You will handle basic troubleshooting, create repair orders, and process service loaners in line with guidelines.

The role emphasizes the ability to read technical documents, work independently, and document interactions accurately in ticketing systems, while delivering excellent customer service in a fast-paced environment.

Qualifications

• Previous call center experience preferred.
• Fundamental understanding of electronics required.
• Ability to read and understand technical documents and manuals.
• PC literate with Word, Excel and PowerPoint.
• Ability to perform multiple tasks simultaneously.
• Ability to work in a diverse, team-based environment.
• Ability to work independently with limited guidance.
• Ability to perform in a fast-paced, deadline-oriented environment.
• Excellent oral and written skills; respond well to customers under stress.

Responsibilities

• Provide exemplary customer service to internal and external customers.
• Support product-specific incoming calls, chats and emails.
• Demonstrate timely and efficient resolution of customer contacts.
• Exercise empowerment within guidelines when accommodating customers.
• Evaluate, research and escalate as appropriate for skill level.
• Support customer requests for general inquiries and route as appropriate.
• Accurately document customer contacts in ticketing systems.
• Demonstrate efficient use of resources.
• Learn new products and product types.

Skills

Call center experience

Electronics understanding

Reading technical docs

PC literacy (Word, Excel, PowerPoint)

Multitasking

Team-based environment

Independent work

Fast-paced environment

Following established procedures

Excellent communication

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Overview

Provide front-line support to business-to-business clients (non-consumer) via phone, email and chat to customers on various Panasonic products. Assist customers in basic troubleshooting and provide support for Panasonic software applications. Create repair orders, process service loaners/exchanges, and otherwise assist customers with technical issues within established guidelines.

Responsibilities

Company Overview: As technology evolves at a resounding pace, so too do the needs of our customers and the communities they serve. Support in today’s market has transitioned from simple warranty support to complex end-to-end solutions. With comprehensive service and support offerings, our job is to keep your team well-equipped, productive, and connected. Our highly trained staff of technicians provides expertise ranging from hardware integration and warranty support to product customization and field-ready kitting. Our multilingual customer engagement specialists are on standby, ready to assist your team with advanced troubleshooting and diagnostics 24/7/365. We are committed to providing best-in-class service and solutions, ensuring successful outcomes and enhancing the customer’s experience.

Job Duties

• Provide exemplary customer service to internal and external customers
• Provide support for product specific incoming calls, chats and emails
• Demonstrate timely and efficient resolution of customer contacts
• Exercise empowerment within guidelines when accommodating customers
• Evaluate, research and escape as appropriate for skill level
• Support customer requests for general inquiries and route as appropriate
• Accurately document customer contacts within product-specific ticketing systems
• Demonstrate efficient and appropriate use of resources
• Demonstrate knowledge and ability to learn new products and product types

Job Requirements

• Previous call center experience preferred
• Fundamental understanding of electronics required
• Ability to read and understand technical documents and manuals
• PC literate with the ability to use Microsoft Word, Excel and Power Point
• Ability to perform multiple tasks simultaneously
• Ability to work in a diverse, team-based environment
• Ability to work independently with limited guidance
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion

Benefits & Perks – What’s In It For You

Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, and social health. Here’s what you can expect:

• Health Benefits– Medical, dental, and vision.
• Voluntary Benefits– Life, accident, critical illness, disability, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions.
• Paid Time-Off Benefits– PTO, holidays, and volunteering (company sponsored events)
• Health Management and Wellbeing Programs– EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program.

Eligibility for each benefit may vary based on employment status, location, and length of service.

We Take Opportunity Seriously

At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.

The wage range of$17.00 - $20.00 is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.

Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S.

Thank you for your interest in Panasonic.

REQ-155902