German Bilingual Technical Support Representative

**Job Vacancy: Bilingual TSR - German**
**Location:** Greenhills, San Juan
**Start Date:** As soon as possible

**Job Overview**
Agents are tasked with responding to customer inquiries concerning the various products and services available through multiple communication channels such as phone, chat, web forms, email, and social media. The role involves assisting customers while ensuring that all interactions are well-documented.

**Primary Responsibilities**
Agents are expected to provide outstanding customer service during every interaction by adhering to account protocols and effectively meeting Line of Business (LOB) performance targets. This includes delivering prompt responses, resolving issues, and maintaining professional communication standards.

**Customer Support Activities:**
- Handling customer inquiries through inbound calls, web forms, emails, chats, and social media.
- Providing courteous and timely responses to customer questions and issues.
- Assisting customers with product or service inquiries, troubleshooting problems, and finding solutions.
- Making outbound calls to customers as necessary.

**Basic Troubleshooting Tasks:**
- Performing initial assessments and troubleshooting customer issues.
- Utilizing standardized procedures to resolve simple problems.
- Escalating more complicated issues to Tier 2 support or supervisors when necessary.

**Information and Assistance:**
- Supplying information about products, services, promotions, and policies.
- Helping customers with account setups, billing inquiries, or order placements.

**Documentation and Data Management:**
- Properly documenting customer interactions and relevant details in the ticket management system.
- Recording complaints, feedback, and resolutions in an accurate manner.

**Customer Satisfaction Focus:**
- Striving to meet or exceed customer expectations and service level agreements (SLAs).
- Ensuring that every customer interaction is positive.
- Aiming for first contact resolution whenever possible.

**Required Experience/Skills:**
- Proficiency in both German and English is required.
- Familiarity with Windows applications, like Microsoft Word and Excel, is beneficial.
- Strong critical thinking, listening, and conflict resolution skills are essential.
- Ability to perform accurate data entry at a minimum speed of 40 words per minute is necessary; multitasking while listening and typing is essential.
- A minimum of one year of experience in a call center setting demonstrating professional phone etiquette is required.
- At least one year of experience providing technical support for products is necessary.
- Experience in phone sales is an advantage.

**Age Requirement:**
Candidates must be 18 years of age or older.

**Education Requirement:**
A high school diploma is mandatory, and some college education is preferred.

**Work Schedule:**
Applicants should be flexible as the position operates 24/7 to cater to the US, APAC, and EMEA regions.