portal resources jobs companies k kapsch bilingual technical customer support representative - 3rd shift

Bilingual Technical Customer Support Representative - 3rd Shift


Kapsch TrafficCom is a provider of intelligent transportation systems in the fields of tolling, traffic management, smart urban mobility, traffic safety and security, and connected vehicles. As a one-stop solutions provider, Kapsch TrafficCom offers end-to-end solutions covering the entire value creation chain of its customers, from components and design to the implementation and operation of systems. The mobility solutions supplied by Kapsch TrafficCom help make road traffic safer and more reliable, efficient, and comfortable in urban areas and on highways alike.

Kapsch TrafficCom is an internationally renowned provider of intelligent transportation systems thanks to the many projects it has brought to successful fruition in more than 50 countries around the globe. As part of the Kapsch Group, Kapsch TrafficCom has subsidiaries and branches in more than 30 countries.

The Role:

The Bilingual Technical Customer Support Representatives help customers troubleshoot and resolve mobile customer technology and service issues, including billing, and accounts. The Customer Support Tech representative is also responsible for maintaining records of customer interactions, collaborating with others to improve the company's system requirements, and process back office tasks. Customer Support Tech Representatives use patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions.

NOTE: This position is a 3rd shift position and may require working weekends.

Responsibilities:
  • Provide daily support via chat, email and phone to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
  • Process other back office tasks such as toll disputes resolution, monitoring and processing of rejected tolls, monitor & respond to app store reviews and social media.
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
  • Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals and troubleshooting procedures.
  • Collaborate with technical staff and management to establish goals and objectives for service and process improvements.
  • Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding and processing promptly to customer inquiries and requests.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • In depth product knowledge so that you can answer questions.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
What’s in it for you?
  • Solving complex problems that improve daily the lives of people around the world
  • Opportunity to work with cutting edge technologies in a high-growth industry
  • Career growth and development opportunities
  • Casual work environment with flexible work hours
  • Excellent benefits including a no-cost medical insurance option for employee and eligible dependents
What we are looking for:
  • High school diploma or equivalent required.
  • 2+ years experience in a customer service/support role utilizing phone, email and chat
  • Willingness to learn through on-the-job training
  • Strong communication skills – verbal and written and ability to remain calm and professional in all circumstances
  • Strong problem-solving abilities with the ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
  • Intermediate working knowledge of Microsoft Windows, Microsoft Office Applications, and mobile apps
  • Attention to detail is essential
  • Bilingual English/Spanish (read / write/ speak) required.
Our top Candidates will have:
  • Associate's degree
  • Experience with the Salesforce platform
  • Prior call center and support of mobile app support experience
Kapsch TrafficCom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status or sexual orientation, gender identity or expression, disability, nationality or sex. Kapsch TrafficCom is a drug-free workplace. Kapsch is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require need a reasonable accommodation for any part of the application or interview process, please send an email to ktc.us.jobs@kapsch.net to advise of the nature of your request along with your contact information.

Candidates Requiring Sponsorship: Kapsch TrafficCom regrets that presently we are unable to consider individuals for this position who will require sponsorship for employment visa status (i.e., TN, H1-B, OPT, etc.).

Unsolicited Third-Party Candidates: Please note that Kapsch TrafficCom does not accept unsolicited resumes/candidates from third-party recruiters that are not engaged and under written contract with Kapsch TrafficCom. Any employment agency, individual or entity that submits an unsolicited resume/candidate acknowledges and understands that Kapsch TrafficCom has the right to hire any applicant at its own discretion without any fee owed or due to the submitting third-party employment agency, individual or entity. For more information, please contact ktc.us.jobs@kapsch.net

#DICE

Other openings you might be interested in

Customer Support Representative - Work From Home

Customer Support Representative - Work From Home

[Customer Service / Remote] - Anywhere in U.S. / $15-hr / Benefits (Health-Dental-Vision) / Shifts include evenings and weekends (PST) - As a Customer Support Rep you'll: Call-text-and-email customers to help them with everything from rescheduling cl

last week
Customer Support Representative

Customer Support Representative

Are you passionate about customer experience and technology? Do you thrive in fast-paced environments and love to solve complex problems? If so, you might be the candidate we're looking for. LawLytics is a legal marketing software-as-a-service (SaaS

today
Remote Customer Support Rep

Remote Customer Support Rep

Advanced Resources is seeking a Remote Customer Support Representative for our client in Denver, CO ! Looking for hard working professionals with excellent communication, technical and interpersonal skills. Young & Hip company culture! The most impo

today
Customer Support Representative

Customer Support Representative

Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, you shouldn’t have to waste an entire afternoon researching, calling and vetting local

today
Customer Support Representative (SaaS) Work From Home

Customer Support Representative (SaaS) Work From Home

0-3 years of Customer Success/Support experience (SaaS experience preferred) We are accepting applications for individuals to join our ...

this week
Customer Support Representative (Work From Home)

Customer Support Representative (Work From Home)

[Customer Service / Remote] - Residents of VA / Full Time / Temp-to-hire / $11-12 per hour - As a Customer Support Representative you'll: Maintain a high availability within phone queues- ready to support users at a moment's notice; Help to educate a

last week
Customer Support Representative (Work From Home)

Customer Support Representative (Work From Home)

[Customer Service / Remote] - Anywhere in U.S. / Chat Specialist (no phones) - As a Customer Support Representative you'll: Answer customers via chat; Follow up with customers to upscale plans; Execute on projects to improve efficiency of day-to-day

last week
Technical Support Services Manager - Living Building Challenge, Core and Water

Technical Support Services Manager - Living Building Challenge, Core and Water

POSITION SUMMARY   The International Living Future Institute (ILFI) seeks a Technical Support Services Manager to provide customer support and technical expertise to project teams pursuing ILFI’s Living Building Challenge (LBC) and Core Green Buildi

last week
Technical Support Services Manager - Living Product Challenge and Materials

Technical Support Services Manager - Living Product Challenge and Materials

POSITION SUMMARY    The International Living Future Institute (ILFI) seeks a Technical Support Services Manager to provide customer support and technical expertise to the growing number of project teams pursuing ILFI’s Living Product Challenge (LPC

last week
More remote jobs

Other jobs at Kapsch

2 jobs in the last 60 days · 2 in total · avg 4.03 jobs/mo · 324 job visits

Bilingual Technical Customer Support Representative - 3rd Shift

Bilingual Technical Customer Support Representative - 3rd Shift

Kapsch TrafficCom is a provider of intelligent transportation systems in the fields of tolling, traffic management, smart urban mobility, traffic safety and security, and connected vehicles. As a one-stop solutions provider, Kapsch TrafficCom offers

last week
Bilingual Technical Customer Support Representative - 3rd Shift

Bilingual Technical Customer Support Representative - 3rd Shift

Kapsch TrafficCom is a provider of intelligent transportation systems in the fields of tolling, traffic management, smart urban mobility, traffic safety and security, and connected vehicles. As a one-stop solutions provider, Kapsch TrafficCom offers

last week
Kapsch