Dubber · 2 days ago

Customer Support Engineer - Spanish Speaking

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Communications InfrastructureSaaS

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Responsibilities

Managing customer orders through provisioning to activation

Responding to support queries, and escalating problems where appropriate.

Providing information that our customers need in order to make the most of their service.

Creating a friendly and efficient customer service experience.

Using first-hand customer contact to identify solutions to problems and propose improvements.

Providing customer insights required to drive product development to help Dubber become the leading platform for communications capture.

Creating and maintaining internal and external knowledge articles.

Writing post incident reviews.

Assisting with reviewing and improving processes.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceUnified communication platformsHelp desk systemsPowerShell scriptingConfluenceJIRABroadWorksWebexMicrosoft TeamsSpanish languageTraining experienceTechnical communication

Required

2+ years of customer service experience.

Experience within telecommunications particularly with supporting unified communication platforms is highly desired.

Experience with common help desk ticketing systems such as Zendesk or Salesforce.

Comfortable with Confluence and JIRA.

Experience with applications such as BroadWorks, Webex or Microsoft Teams.

Comfortable running scripts in tools such as PowerShell and interpreting and troubleshooting errors within PowerShell.

Ability to explain technical concepts in simple terms and have experience presenting and training people.

Ability to evaluate customer service queries to create processes that can be replicated and documented for escalation.

Decisive problem solver: taking initiative to get things sorted.

Excellent rapport building skill across phone, email and chat interactions.

Excellent communication skills and able to explain complex technical processes in a simple, accessible manner through voice, email and chat applications.

Fluent in English and Spanish both verbal and written.