Customer Voice Associate
Morrisville, NC 27560
This is a direct hire opportunity!
Bilingual CSR in French/English is required.
Provide email, phone and live chat support to English-speaking customers and provide email support to French-speaking customers.
Work will be equally split in the French and English language queues.
Expected volume: is 50+ calls per week, 75+ chats per week, and 70+ tickets per week.
Translate French tickets into English and provide detailed notes to peers and/or manager when escalation of a customer ticket is necessary.
Proof translations and provide minor translation services in French.
Build rapport within company to leverage various individuals and departments as resources for ticket resolution.
Provide detailed notes to peers and/or manager when escalation of a customer ticket or call is necessary.
Identify and report bugs to QA team as necessary.
Identify and contribute to process improvement initiatives.
Fluent in French and English (written and oral - native language level required for both languages).
At least 1 year of customer support experience with an understanding of software and technology.
Strong written and verbal communication skills.
Familiarity with: MS Office Suite, specifically MS Excel.
Advanced computer skills; Windows or Mac.
Bachelor`s Degree required.
Overtime work for this position may be required.
Knowledge of Adobe Creative Suite and experience with CRM systems is a bonus!