Technical Support Specialist

Descripción de la oferta

We seek a proactive and customer-focused Technical Support Specialists (English/Spanish) to join our team. In this role, you will provide outstanding support to our customers through phone, chat, and potentially email or in-app ticketing. The ideal candidate is an excellent communicator in both English and Spanish, capable of handling a diverse customer base with patience and professionalism.

In this position, you will:

Assist customers primarily via phone, with additional support through chat, email, or in-app ticketing as needed.
Address customer concerns with active listening, providing thorough, step-by-step resolutions tailored to their needs.
Ensure customer satisfaction by resolving issues completely before concluding communication.
Adapt communication style to match the technical proficiency of customers, ranging from highly skilled users to those with basic knowledge.
Provide exceptional support to English-speaking customers, while also addressing Spanish-speaking customer inquiries as needed.
Work collaboratively with team members and escalate complex cases to the appropriate departments when required.
Stay updated on company products, services, and troubleshooting procedures. Providing exemplary customer service

Who You Are:

To be considered, candidates are expected to have the following:

Fluency in both English and Spanish (spoken and written).
Exceptional communication and active listening skills.
Demonstrate ability to patiently guide customers through resolutions, ensuring full understanding and satisfaction.
Experience in customer support or service roles, especially with technical troubleshooting.
Familiarity with phone, chat, and email/in-app ticket systems.
Strong problem-solving skills and the ability to handle multiple tasks effectively.
Comfortable working with diverse customers, adapting to their technical skill levels.
Previous experience in a customer service role.
Exposure to troubleshooting issues with software or mobile applications.
Outstanding verbal, written, and interpersonal communication skills
Possess an understanding of wireless order processing and be able to trouble shoot order issues with limited supervision.
Excellent organizational skills to monitor and prioritize multiple activities at once
Strong attention to detail in assembling and submitting service requests
Exceptional listening, questioning and call control techniques

Who We Are:

nifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Through intelligent automation, predictive analytics, and AI-driven insights, we help clients anticipate customer needs, personalize interactions, and optimize service delivery. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

Hours: 9:00 AM 6:00 PM

UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.

Requerimientos

• Educación mínima: Bachillerato / Educación Media
• Idiomas: Español ,Inglés

Palabras clave: apoyo, support, soporte, especialista

Ayer

Acerca de UNIFYCX COLOMBIA S.A.S

We empower visionary, customer-first brands to harness their full potential. By merging purpose-built generative AI with human expertise, we reshape established practices with tailored solutions for rapid and transformative results.

We're made up of physicists, engineers, and forever dreamers, forging innovative reasoning engines and and pioneering solutions.