Specialist I, Technical Support (Call Center)

Serve as the first-line support contact for merchants, handling both technical and processing support for inbound calls in a call center environment.

Responsibilities

• Answer inbound calls routed through the IVR.
• Assist new and existing customers with processing issues.
• Troubleshoot customer problems remotely and onsite.
• Organize and prioritize multiple work assignments at the same time.
• Document customer interactions and/or transactions, including inquiry, complaints, and comments, plus actions taken.
• Provide basic IT support within the office.
• Complete tasks within assigned timeframes in line with company KPI standards.
• Perform other related duties as assigned.

Requirements

• Associate degree or equivalent experience in Computerized Information Systems, Computer Science, and/or a Technical Support environment.
• Relevant experience in computer technical support; onsite technician experience is a plus.
• Relevant experience in customer service and/or a call center environment.
• Excellent communication and written skills in English and Spanish.

Skills

• Strong organizational and time management skills.
• Ability to multitask in a highly dynamic environment.
• Quick, analytical, and creative thinking.
• Self-motivated, team-oriented, detail-oriented, and well organized.
• Outgoing approach and ability to work with people with a range of skills and needs.
• Ability to adapt and learn new skills in a fast-paced industry.

Job Details

• Job type: Full-time
• Pay: $13.00 per hour
• Work location: In person
• Location: San Juan, PR (onsite)
• Ability to commute: San Juan, PR 00926 (required)

Experience

• Customer Service: 1 year (preferred)
• Technical Support: 1 year (preferred)

Education

• Associate degree (or equivalent experience)

Language

• English (required)
• English and Spanish communication required

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance