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Cennox wants all employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Therefore, everyone is encouraged to apply for employment with Cennox.

Cennox is currently seeking a remote, Spanish-speaking Client Technical Support Agent to service customers by determining issues with safe-related products, resolving problems, performing preventative maintenance, installation and training customer on the proper use of equipment. This full-time position offers competitive pay and benefits package, paid training, and the chance to become part of a rapidly growing company!

As a Client Technical Support Agent, you will be a resourceful individual who consistently meets and exceeds individual goals and demonstrates a proven capacity to troubleshoot technical issues to resolve quickly. Additionally, the ideal person will consistently maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities:

• Daily logging, follow-up, and closing service requests in ticketing system
• Responsible for manning and responding to inbound email and inbound phone calls
• Participate in training programs that reach at least 30 hours per quarter
• Work quality review via QC Scorecards, as well as phone and ticket review, weekly
• Conduct monthly one-on-one reviews of individual performance, production scorecards, and quality scorecards. Also, team and division performance review via Towne Hall group meetings
• Participate in projects outside the Partner Network (e.g. CI teams), as assigned
• Perform additional duties as assigned

Skills Required:

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed

Education and Experience:

• Bilingual Spanish/English, strongly preferred
• 1+ years of Customer Service Representative experience in a similar industry, required
• 1+ years of technical support experience, preferred
• High school diploma or equivalent

Physical Requirements:

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage

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