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Saturday, January 10, 2015

Technical Customer Service Representative Brazil & USA

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.

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