XTN-CA0F655 | SPANISH CUSTOMER SUPPORT TECHNICIAN

Enseo in partnership with KMC MAG Solutions, is looking for Spanish Customer Support Technician who will receive all incoming communications from Calls, Chat, Emails and/or Web Tickets. He / She / They are responsible for updating User Profiles & Tickets with the correct information. All customer support representatives need to make the customer feel important, understand their concerns, provide probing questions, provide excellent troubleshooting and endorse tickets to Team Leaders as needed.

• Provide exceptional World-class Customer Service and excellent troubleshooting to tasks assigned.
• Inbound / Outbound call handling with a minimum of 7 hours 30 Minutes.
• Resolve all assigned Severity 1-3 Tickets.
  • Average Ticket Handling time of 60 minutes for Severity 3 cases
  • Average Ticket Handling time of 2 hours for Severity 2 cases
  • Average Ticket Handling time of 4 hours for Severity 1 cases
  • Average Ticket Life 72 hours
  • Maintain an average of 4 hours response time to tickets.
  • Maintain an average of 30 to 60-minute call handling time.
• Ensure all troubleshooting is exhausted before escalating to the Territory Manager
• Ensure all information is properly documented
• Accomplish Trouble Shooting provided by Technician II, Product Specialist or Territory Manager
• Establish a solid understanding of all Enseo Tools and Services such as but not limited to:

• • High-Speed Internet Access
  • Guest Room Entertainment
  • Cable TV Technology
  • Alert Technology
  • Room Controls

• Establish a solid understanding of PAN, LAN, WLAN, DOCSIS, WAN and other Network connection types.
• Provide attentive, patient, dedicated, and innovative technical support to customers via phone, email, and/or chat and remote management software, in a timely and professional manner.
• Be proactive to raise new tickets regarding concerns and/or problems to the team and coordinate internal support to resolve issues for customers.
• Identify Critical Tickets and escalate immediately.
• Train Customer Support Associates as needed
• Must be available for Regular & Rest Day Overtime.
• Perform other duties as assigned by Leaders.