Job Description
Job Description
Boise, ID, US
Bilingual (Spanish - English)
Requisition ID: 1016 Apply Salary Range: $20.00 to $22.00 (USD) Hourly
Job Description Summary:
We are currently seeking a motivated bilingual (Spanish-English), customer-oriented Technical Support Specialist to fill an onsite, office-based support position. The primary objectives of the Technical Support Specialist are to develop and maintain a thorough and complete knowledge of all HydroPoint products (including, but not limited to WeatherTRAK, WaterCompass, and Baseline Product lines) in order to provide an exceptional level of support to HydroPoint customers, distributors, and specifiers. A successful Technical Support Specialist will have the ability to quickly identify a customer’s need, provide timely solutions, and communicate those solutions to the customer to maximize customer satisfaction.
This is an onsite, office-based position in our Boise, Idaho location. This team operates out of our Baseline, Inc. office which is a subsidiary of HydroPoint Data Systems, Inc.
Key Responsibilities:
- Handle all in-bound customer support interactions (phone calls, email, web requests)
- Appropriately escalate technical support issues within the technical support team, and provide any data or support in order to facilitate a quick resolution to the customer's issues
- Maintain ongoing follow-up outreach and communication loop with customers to keep them informed of expected steps, timelines, status updates and problem resolutions
- Document case notes, troubleshooting details, action plans, and resolutions for all support interactions in the company CRM service case system (Salesforce)
- Use the company Return Authorization process to facilitate warranty product replacements
- Maintain clear and accurate records of all customer interactions
- Maintain a professional manner at all times
- Technical Customer Support Specialists must be able to communicate clearly and effectively with HydroPoint personnel, distribution and other channel partners, and customers
- Must be available to work a set day shift Monday-Friday (flexible schedule options are available)
- Other duties as assigned or directed by the company
Required Skills & Experience:
- Spanish-English bilingual language skills
- A proven track record in a technical support, call center, and customer service position is required
- High School Diploma or equivalent