Bilingual Product Support Coordinator

Responsibilities

• In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools
• Facilitate with clients and ensure their needs are met and compile client reports as requested
• Routes or answers all incoming communication (email, phone, or other) from customers and clients.
• Keeps up to date on course/curriculum offerings’ changes to certification tracks; recommend course orders.
• Become familiar with all Skillsoft products, including Percipio, Books24x7 and Skillsoft Compliance and Skillsoft Coaching
• Be attentive to service level agreements

Skills & Qualifications Required

• 1+ years of professional experience working in a Product Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers with a post-secondary education in a related field or an equivalent combination of training and experience
• Excellent verbal and written communications in both English and Spanish
• Must be open to a flexible, rotating schedule
• Working knowledge of Windows Platforms, eCommerce and Web/Internet platforms.
• Experience with and proficient in: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
• Solid understanding of HTML, firewalls, and proxy servers
• Ability to navigate and utilize new technologies/systems
• Typing speed of at least 40 wpm