Bilingual Technical Customer Support, Ring, Ring

Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to Spanish and English-speaking Ring customers. The team is looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. Customer Support representatives are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally in both Spanish and English, with maturity and self-confidence. Key job responsibilities Provide prompt, efficient, detailed service by engaging directly with Ring's customers Serve as a voice and advocate for customers when concerns are surfaced Work with customers to understand how they use Ring products to resolve their issues and maximize their investments Act as an advocate for customers by reporting and addressing observed areas for improvement Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience Assist with customer communication and troubleshooting during Ring product launches Work across the customer support spectrum to ensure consistent, high-quality support Develop detailed knowledge of specific product lines and features Handle various types of customer contact including chat, email, inbound and outbound voice calls A day in the life Ring Technical Customer Support assists customers with their device needs. You will support customers with device account and billing maintenance, account and device setup, and technical troubleshooting daily to ensure their devices are operating as expected and customer accounts are in order. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other Ring teams to identify, document, and escalate emerging issues. Basic Qualifications 2+ years of customer service experienceWork a flexible /shift/work area, including weekends, nights, and/or holidaysExperience with Microsoft Office products and applicationsSpeak, write, and read fluently in SpanishExperience Delivering courteous and efficient support to external customers.Ability to identify and troubleshoot issues logically and efficiently.Willingness for continuous learning. Preferred Qualifications A drive to dig into the details of systems and processes to solve customer problemsAbility to document technical customer issues in notes that are easily understood by other usersTechnical curiosity and enthusiasm for learning new technologies and helping customers succeedProven success working in a fast-paced support environmentExperience using Salesforce CRMExperience working with Eero, Ring-compatible devices, and security alarm systems. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits. USA, , - 19.00 - 27.00 USD hourly USA, AZ, Virtual Location - Arizona - 19.00 - 27.00 USD hourly USA, FL, Virtual Location - Florida - 19.00 - 27.00 USD hourly USA, GA, Virtual Location - Georgia - 19.00 - 27.00 USD hourly USA, KS, Virtual Location - Kansas - 17.00 - 24.00 USD hourly USA, MA, Virtual Location - Massachuset - 19.00 - 27.00 USD hourly USA, MO, Virtual Location - Missouri - 19.00 - 27.00 USD hourly USA, PA, Virtual Location-Pennsylvania - 19.00 - 27.00 USD hourly USA, TX, Virtual Location - Texas - 19.00 - 27.00 USD hourly Skills: Technical Support