Technical Support - Bilingual (Portuguese/English)

Summary

Acer Service Corporation is seeking a bilingual Technical Support Specialist (Portuguese/English) to provide support to our Portuguese speaking customers. Responsibilities including interfacing via telephone, email and/or chat with external customers on technical support related issues. Works various technical and customer service-related correspondences to ensure customer issues are resolved in a timely manner.

This is a direct temp to hire position. Excellent benefits package offered after 90 days.

Schedule: Monday - Friday 8:30 a.m. - 5:00 p.m., hybrid

Responsibilities

· Interact with end users to provide and process information in response to inquiries and concerns about Acer products and services.

· Engage with partners “Call Center Level 1 Team & internal departments” to provide and process information in response to their inquiries and concerns.

· Answer and follow up on all inbound technical support inquiries (Calls, Webchats, SMS, WhatsApp, emails, etc.) regarding customers' hardware, software, and general issues.

· Documents all inbound and outbound customer interactions.

· Create and submit orders and repairs, “including web request repairs,” to address service issues and warranty-related replacements as needed.

· Owns and manages tasks to complete closure.

· Prepares technical writing to support the work instructions and manuals.

· Perform Warranty Validations and arrange shipments.

· Participate in Team meetings online and in person when requested or needed.

· Participate in Beta or Live testing related to the call center systems when requested or needed.

· Participate in all the training programs required by the company.

· Redirect problems to appropriate resources.

· Other duties as assigned by management.

Qualifications

· Exceptional written and verbal communication skills.

· Problem-solving and negotiation skills, adept at handling demanding customers or situations.

· Strong active listening abilities and attention to detail.

· Ability to understand customers' emotions, demonstrate empathy, and handle sensitive situations with tact and professionalism.

· Proficient in time and task management.

· Proficient in prioritizing interactions and organizing information to ensure efficiency and effectiveness.

· Self-motivated with a natural capability to handle multiple tasks simultaneously.

· Identify/define processes that enhance the customer experience, reduce costs, and deliver the right solution the first time.

· Must possess excellent interpersonal skills with the ability to work in a collaborative team environment.

· Minimum of 6 Months of technical support experience – preferably phone/chat/email experience.

· Minimum of 6 months in customer service or support role – preferably phone/chat/email experience.

· Computer troubleshooting/diagnostic experience.

· Strong computer skills and experience in all current Microsoft OS and MS Office.

· Exhibits professional conduct.

· Regular attendance and punctuality are required.

· Have a good understanding of company policies and procedures.

· Must comply with customer data confidentiality and business security measures and regulations.

· Working remotely requires a 100% wired Ethernet connection for consistent and quality connectivity. Acer does not cover costs for internet services and internet provided equipment maintained at a residence.

· High school diploma or equivalent; or a minimum of 6 months related experience or training; or equivalent combination of experience and education. Technical certifications and/or associate degrees are a plus.

Location and Schedule Requirements:

· Preference will be given to candidates within commuting distance of our Temple, TX location. Highly qualified remote candidates are welcome to apply.

· Local candidates are expected to perform work functions at the office 2 days per week 3 days per week working remotely. Work is performed full-time, M-F during standard working hours - day shift as we encourage team collaboration. Some evening meetings may be required to accommodate various resource time zones. Quarterly as-needed on-site team meetings will also be held. Participation is required.

· Office and remote workdays are subject to change at any time.