Bilingual Technical Support Level II - Portuguese/English

Job Summary

Level II Technical Support will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software. Level II Technical support works various technical and customer service-related correspondences to ensure customer issues are resolved in a timely manner. Interface via telephone, email and/or chat with external customers on technical support related issues. Fluent Portuguese Speaker Required.

Job Responsibility

• Interact with customers to provide and process information in response to inquiries and concerns about Acer products and services.
• Answers to all inbound technical support inquires regarding customers’ hardware and software issues. 
• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding their products. 
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Collaborate with other departments to research and resolve problems.
• Create and submit orders and repairs to address service issues and warranty-related replacements needed.
• Maintains knowledge of technology innovations and trends. 
• Documents all inbound and outbound customer interactions.
• Owns and manages tasks to complete closure.
• Prepares technical writing to support the work instructions and manuals.
• Redirect problems to appropriate resources.
• Performs other related duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Phone Etiquette: Excellent interpersonal and customer service skills with clear communication, active listening, positive tone and appropriate language to make good first impressions and build rapport with the customer.
• Troubleshooting/diagnostic experience.
• Must be self-motivated with inherent ability to multi-task.
• Ability to explain technical issues to technical and nontechnical employees and customers. 
• Strong analytical and problem-solving skills.
• Knowledge of Windows, Chromebooks, and Linux operating systems.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Identify / define processes that enhance the customer experience, reduce costs and deliver the right solution the first time.
• Strong problem solving and negotiation skills with the ability to deal with difficult customers and situations.
• Must possess excellent interpersonal skills with the ability to work in a collaborative team environment.

Education and Experience

• Minimum of 6 Months technical support experience – preferably phone/email experience.
• Minimum of 6 months in customer service or support role – preferably phone/email experience.
• 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’s degree a plus.

Schedule Requirements

• Expected to perform work functions at the office 3 days per week + 2 days per week working remotely.
• Work is performed full-time, Monday through Friday during standard working hours; day shift 8:00 AM to 7:00 PM Central Time, must be able to work a shift schedule that falls during these workdays and hours.
• Office and remote workdays are subject to change at any time.
• Some evening meeting may be required to accommodate various resource time zones.
• Quarterly, plus as needed, on-site meetings will also be held. Participation is required.

Physical/Work Environment Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Frequently required to use hands for keyboarding and telephone operation
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• Occasionally required to walk, stand and reach with arms.
• Must be able to lift to 10 pounds at times.
• While performing the duties of this job, the employee will work in ambient room temperatures with lighting and traditional office equipment as found in a typical office environment.