Bilingual (Spanish) Technical Support Rep. (Las Vegas, NV)

Basic Information

Ref number

Req_00015838

Primary Location

Las Vegas

Description and Requirements


Join a company that appreciates your energy, drive, and enthusiasm just as much as your skills. We obsess over providing world-class experiences to our customers and we’re looking for individuals who are committed to the same goal. We pride ourselves on maintaining a culture based around teamwork, quality, innovation, and constant growth and development. 


Position Overview: 

The Technical Support Representative (CSR) role will provide excellent customer service and technical support to Spanish-speaking customers through a variety of support channels in a 24/7 contact center. We are expected to understand user needs and assist with general inquiries, product support, service information, order processing, account management, billing inquiries, and technical (Tier 1 & Tier 2) issues via multiple contact channels (phone/email/chat). 


Specific Responsibilities May Include: 
  • Assist users with general inquiries, product support, service information, order processing, and technical issues in a diverse technology environment (via phone/email/chat) 
  • Ensure excellent customer satisfaction and excellent customer service skills 
  • Respond appropriately to customer escalations 
  • Triage Support Queue for routing to Tier 2, Partner, or Department 
  • Work with other agents to resolve or properly close help tickets 
  • Manage an individual ticket queue 
  • Follow the directions of management and provide feedback 
  • Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues 
  • Demonstrate interpersonal skills and is able to provide empathy for customer’s situation 
  • Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays) 
  • Having ability and willingness to tend to any other tasks as assigned 

Required Experience, Skills & Competencies: 
  • Ability to speak, read, and write fluently in both the Spanish and English languages 
  • 4+ years of interactive customer service experience (or 2+ years of call center experience) providing customer issue resolution 
  • Minimum 6 months of previous tech support and/or troubleshooting experience 
  • Minimum typing speed of 35 WPM with excellent spelling and grammar 
  • Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously) 
  • Excellent written and spoken communication skills with the ability to communicate technical issues in non-technical terms 
  • Strong analytical, problem solving and general troubleshooting skills 
  • Successful completion of nationwide criminal background check and drug screen 

Preferred Experience, Skills & Competencies: 
  • Wireless telecommunication industry, mobile device knowledge & experience 
  • Google product knowledge & experience 

TELUS Values: 

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: 
  • We embrace change and initiate opportunity 
  • We have a passion for growth 
  • We believe in spirited teamwork 
  • We have the courage to innovate 

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.


Additional Job Description

Provides excellent customer service and technical support to Spanish-speaking customers through a variety of support channels in a 24/7 contact center.


Required Language(s)
Spanish
English

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