Technical CS Associate, Ring

DescriptionAt Ring, our Bilingual 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.Must communicate in SpanishKey job responsibilitiesProvide prompt, efficient, detailed service by engaging directly with Ring's customers in both Spanish and EnglishServe as a voice and advocate for customers when concerns are surfacedWork with customers to understand how they use Ring products to resolve their issues and maximize their investmentsAct as an advocate for customers by reporting and addressing observed areas for improvementActively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experienceAssist with customer communication and troubleshooting during Ring product launchesWork across the customer support spectrum to ensure consistent, high-quality supportDevelop detailed knowledge of specific product lines and featuresHandle various types of customer contact including chat, email, inbound and outbound voice callsA day in the lifeRing Technical Customer Support assists customers with their device needs.You'll support customers with device account & 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. You will work collaboratively with other Ring teams to identify, document, and escalate issues.About the teamOur mission is to provide peace of mind for home owners while they are way from home using our wire-free, battery-operated smart home security cameras.Basic QualificationsSpeak, write, and read fluently in Spanish2+ years of customer service experienceWork a flexible schedule/shift/work area, including weekends, nights, and/or holidaysExperience with Microsoft Office products and applicationsFluent in both Spanish and English and can professionally communicate in both languages1+ years of technical troubleshooting experience2+ years of customer service experienceWork a flexible schedule/shift/work area, including weekends, nights, and/or holidaysExperience with Microsoft Office products and applicationsPreferred QualificationsA 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.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, FL, Virtual Location - Florida - 19.00 - 27.00 USD hourlyUSA, GA, Virtual Location - Georgia - 19.00 - 27.00 USD hourlyUSA, KS, Virtual Location - Kansas - 17.00 - 24.00 USD hourlyUSA, MT, Virtual Location - Montana - 19.00 - 27.00 USD hourlyUSA, NE, Virtual Location - Nebraska - 17.00 - 24.00 USD hourlyUSA, NM, Virtual Location - New Mexico - 17.00 - 24.00 USD hourlyUSA, NV, Virtual Location - Nevada - 19.00 - 27.00 USD hourlyUSA, OH, Virtual Location - Ohio - 19.00 - 27.00 USD hourlyUSA, TX, Virtual Location - Texas - 19.00 - 27.00 USD hourlyUSA, WA, Virtual Location - Washington - 19.00 - 27.00 USD hourly