Technical Customer Service Representative Brazil & USA (glen park)
compensation: TBD
telecommuting okay
Who we are
Nexway, Inc. is a multinational provider of software and video game
download solutions. We work with publishers and retail partners,
providing a unique e-commerce and catalog management platform. Our San
Francisco office is located just a few blocks from Gen Park Bart station
in a nice neighborhood.
Job Description: Bi-lingual Customer Service Representative Brazil and USA
The Customer Service Representative will provide support and guidance
for all aspects related to the purchase of digital software and video
game products distributed by Nexway. He or she will maintain accurate
records of all customer interactions and perform related work as
required. The Customer Service Representative will acquire and
demonstrate a thorough understanding of the products (features, versions
available) and the purchase and fulfillment process. Support will be
offered by phone and via email. Technical issues need to be identified
and documented in a detailed, timely and efficient manner to be
escalated.
Primary Responsibilities
- Respond to customer requests by phone (US only) and email (US and Brazil).
- Identify, research, document, escalate and resolve customer issues
- Follow-up on customer inquiries not immediately resolved
- Complete call logs and other necessary documentation
- Provide product download and installation support
- Issue refunds and reissue purchase confirmation emails
- Other duties as assigned by Management Team
Profile & Experience
- At least 1 year of customer service experience by phone and email in a software related company or service
- Technical background preferred
- Excellent communication skills, both written and oral.
- Excellent English and Portuguese writing skills
- Basic knowledge of French a plus
- Ability to work in a team, as well as independently with minimal direction
- Ability to actively listen and communicate effectively with customers and colleagues
- Excellent telephone manner and call handling skills
- Strong customer service focus with the ability to empathize as well as prioritize customers need
- Good problem-solving skills
How to apply
Please submit your resume with a short cover letter and salary history
to the email address mentioned above. We will contact you in case you
are considered for an interview.