Due to phenomenal growth, we are seeking a Bilingual Customer Support Specialist to handle Tier I support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users.
The primary attribute we are looking for is excellent customer service skills with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.
This role operates on a hybrid working model. You will work from home on Mondays and Fridays, and from the office on Tuesdays, Wednesdays, and Thursdays. Working hours are 2:00pm – 11:00pm BST.
The position is Monday to Friday, with a requirement to work one weekend per month, starting at 7:00am.
This role is open to candidates in Galway or London.
Regrettably, we are unable to provide visa sponsorship for this role, so applicants must have the right to work in the country where they reside.
Here’s a breakdown of what you’ll do (not all of it, just the important stuff):
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
- Diagnose and resolve technical and software issues involving internet connectivity, login problems and more;
- Research required information using available resources;
- Follow standard processes and procedures;
- Identify and escalate priority issues per Client specifications;
- Redirect problems to appropriate resource;
- Accurately process and record call transactions using a computer and designated CRM software;
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
- Organize ideas and communicate oral messages appropriate to listeners and situations;
- Follow up and make scheduled call backs to customers where necessary;
- Stay current with system information, changes and update
These are the essentials you'll need to get an interview:
- Bilingual in Spanish and English language
- 2+ years’ experience of phone based Software Application/Technical Support, supporting end users
- Working knowledge of Windows OS
Behavioural Skills:
- Superb communication and customer handling skills
- Ability to think on your feet in a highly demanding and fast moving environment
- Excellent communication skills
- High level of resilience and a positive attitude when faced with adversity
It would be great if you had these too, but we'll support you if you don't:
- Salesforce experience
#LI-SK2
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
At Diligent, we recognize the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements. Sponsorship decisions are evaluated on a case-by-case basis, and eligibility should not be assumed for all opportunities.
Please find the link to our candidate privacy policy here: https://www.diligent.com/legal/candidate-privacy
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
Diligent London, England Office
1 Strand Trafalgar Square, London, United Kingdom, WC2N 5HR
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