Offer summary

Qualifications:

Post-secondary education in a related field or equivalent experience., Fluency in written and spoken Spanish and English., 1+ years of experience in Product Support or Customer Service for e-business or software companies., Proficiency in Microsoft Office and understanding of web technologies..

Key responsibilities:

Handle customer inquiries via live help, phone, and email in both languages.

Liaise with clients to ensure their needs are met and compile reports as needed.

Maintain the student database and stay updated on course offerings.

Monitor service level agreements and submit workload measurement time sheets.

Job description

At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.

The Bilingual Technical Support Representative is responsible for handling customer and Skillsoft employee inquiries through live help, phone, and email in both official languages. 

Responsibilities:

Liaison with client and ensure client’s needs are met. Compiles client reports as requested
Routes or answers all incoming communication (email, phone, or other) from customers and clients.
Maintains student database
Keeps up to date on course/curriculum offerings’ changes to certification tracks; recommend course orders.
Familiar with all Skillsoft products; including Percipio, Books24x7 and Skillsoft Compliance
Maintains workload measurement time sheets to be submitted to supervisors
Attentive to service level agreements

Skills & Qualifications:

Post-secondary education in a related field or an equivalent combination of training and experience
Competency in written and spoken Spanish; as well as written and spoken English
In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools
Previous experience (1+ years) 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
Good knowledge of Windows Platforms, eCommerce and Web/Internet platforms.
Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
HTML, firewalls, and proxy servers
Understand and utilize new technologies/systems
Typing speed of at least 40 wpm

MORE ABOUT SKILLSOFT:

Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.

Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.

Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

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