Spanish Technical Customer Support Representative (Manila)

Manila, PH

Job Description / Skills Required

GoPro is seeking a top tier candidate for the Technical Customer Support Representative role for our Manila, Philippines location. This position will act as the front line of interaction with our customers. This Technical Customer Support Rep will provide support and sales to customers via phone, chat and email. In addition, you will document customer issues and feedback in order to improve the overall customer experience. The ideal candidate will be customer-centric with strong interpersonal and communication skills.

What You Will Do

Act as the front line support for our customers in the US & EMEA regions.
Resolve technical issues for customers by troubleshooting hardware, software and mobile solutions with GoPro products
Handle sales inquiries and resolve order problems for customers
Successfully use support tools to provide customer resolutions and information
Ability to deescalate challenging customer situations
Document customer cases and pertinent details in internal CRM
Provide feedback on opportunities and gaps within current resources and processes
Effectively communicate across multiple channels (written/verbal)
Use knowledge and experience to help educate and assist your team
Grow your value and make a broader impact in the department

Skills We’re Stoked About

Spanish Speaking Native or Non-native individuals with excellent written & oral skills (Bilingual: English & Spanish)
College Graduate
2-3 years of experience in technical support or customer service role in a BPO/Call Center setting
Knowledge of both Windows and Mac operating systems as well as basic understanding of computer hardware
Experience with digital photography/video principles and concepts
Schedule and shift flexibility required. Will work some holiday shifts.
Basic knowledge of Microsoft Office, and search engine functionality
Familiarity with CRM & case management system preferred – Salesforce a huge plus
Full spoken and written proficiency in English, another language would be an advantage
Outgoing and positive communicator
Must be able to work in a fast-paced, ever-changing environment
Comfortable with ambiguity
Ability to work as an individually as well as in a team
Results and metrics-oriented
Able to multi-task and prioritize workload
Able to breakdown complex issues into simple terms
Openness to feedback and coaching
Must have a problem-solving mindset

Perks

Competitive rate
Fully-stocked kitchen with snacks galore
Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)