Customer Support Representative (Bilingual)

Description: Job Purpose:Resolves computer user concerns by answering questions and providing instructions in areas of our church management database applications and web-based services in Spanish and English. Duties:

* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

* Determines source of concern by interviewing user on the telephone.* Determines source of error by reviewing procedures and actions taken by user; instructing user to perform diagnostic procedures.* Resolves problems by issuing corrective instructions; consulting with coworkers.* Improves programs by notifying programmers of problems; making recommendations.* Evaluates software by testing ease of use and applicability.* Maintains technical knowledge by attending educational workshops; reviewing technical publications.* Maintains client confidence and protects operations by keeping information confidential.* Contributes to team effort by accomplishing related results as needed. * Attracts potential customers by answering product and service questions; suggesting information about other products and services.

* Improves client references by writing and maintaining Spanish documentation. Skills/Qualifications:Must Speak Spanish and English Fluently, Phone Skills, Software Support Experience, Problem Solving, Customer Service, Verbal Communication, Product Knowledge, Software Testing, Training, Technical Understanding, Multi-tasking.