Bilingual Customer Support Specialist
New
S
SamsaraConnected Operations IoT
This role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.Full-TimeMiddle
Salary43,435 - 58,400 USD per year
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Job Details
- Languages
- English, Spanish
- Experience
- 3+ years
- Required Skills
- SalesforceTroubleshootingCustomer supportZendesk
Requirements
- 3+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions.
- Full bilingual proficiency (English/Spanish) is a must.
- Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success.
- Experience managing 30+ cases per day across multiple channels (phone, chat, email).
- Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud.
- Advanced troubleshooting and documentation skills.
- Technical aptitude with macOS and related systems.
- Ability to quickly learn and adapt to new tools and technologies.
- Availability to work flexible hours (morning, night, and/or weekends) as assigned.
Responsibilities
- Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services.
- Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency.
- Demonstrate advanced proficiency in multi-channel servicing, including handling complex cases via phone, email, chat, and other channels.
- Manage and prioritize a high-volume workload, including escalations and urgent customer requests.
- Lead or participate in cross-functional initiatives aimed at improving customer experience.
- Identify and analyze customer trends and issues to provide actionable insights to management.
- Proactively improve customer support processes and contribute to the development of best practices.
- Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention.
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