Technical Support Professional

Customer Care Professional

Santiago, Dominican Republic (onsite position)

Position Type/Expected Hours of Work

This position can be full-time or part-time. Days and hours of work may vary and can include evenings and weekends.

Daily Position Responsibilities:

The essential duties and responsibilities include the following. Other duties may be assigned.

• Communicate with customers via email, phone, and/or chat.
• Gather customer information and determine the issue by analyzing the symptoms.
• Maintain detailed and accurate documentation for all cases.
• Escalate advanced help requests as needed.
• Complete required training to stay current with system updates and changes.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Basic - understanding of Microsoft Windows Operating system, internet browsers, and email use.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
• Multi-tasking – Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering with several chat windows at the same time.
• Communication – Speaks clearly and concisely using proper grammar in both oral and written communication.
• Results Orientation - Focuses on the desired result of one’s own work, setting challenging goals, putting effort on the goals, and meeting or exceeding them even when under pressure.
• Technical Capacity – Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Language Skills

Ability to read and interpret documents such as instructions, customer incident reports and procedure manuals. Ability to write correspondence, customer incident reports and substantiate via verbal or written mediums. Ability to speak effectively over the phone to customers, supervisor, and colleagues. Some Customer Care Professional roles are required to be bi-lingual in English and Spanish.

Education and/or Experience Required:

• High school degree or equivalent
• Type 35+ words per minute
• Strong communication skills
• Experience working independently and as part of a team.
• 6 months or more in a customer service-related job

About Solugenix

Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world.  The company offers a variety of cutting edge and talent support solutions to promote growth and cutting-edge advancement to our esteemed clients and candidates.  We provide these talent support solutions on a contract, contract-to-hire, and direct hire basis. We also have additional resources from our staffing partners to ensure the right match and expertise for the best result.

For over 50 years, global and local brands have trusted Solugenix as an added resource and partner in taking steps to ensure their immediate and future success.  In addition to generating ground-breaking, industry-defining solutions, Solugenix has been delivering the talent and support needed to make it happen.  We are dedicated to partnering with clients and candidates whose core values also foster a culture of professionalism, teamwork, and integrity.