**About us**
Eagle Technology, a TMA Systems company, is the industry leader in maintenance management software. With more than 30 years of experience, our cutting-edge solutions have consistently delivered proven results and helped facilities professionals improve the operations and performance of their institutions.
**Job Title**:Bilingual Client Support Representative - Tier 1
**_ *Please submit resumes in English*_**
**Schedule**: Monday to Friday 8:00am - 5:00pm, Full Time, Weekends Off
**In-Person/Remote Employment**: Monterrey, Nuevo Leon, Mexico
**SUMMARY**
**ESSENTIAL DUTIES AND RESPONSBILITIES**
- Answers incoming client requests in a fast-paced environment.
- Identifies and resolves non-routine technical problems for specific product lines by following troubleshooting procedures to meet daily support requirements.
- Professionally documents issues for resolution.
- Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies
- Demonstrates a "client first" mentality and willingness to go above and beyond to exceed customer expectations.
**NO SUPERVISORY/MANAGEMENT AUTHORITY**
**EDUCATION AND EXPERIENCE**
Bachelor's degree or 2+ years of client service experience.
**KNOWLEDGE, SKILLS & ABILITIES**
- Must be fluent in Spanish and English both written and verbal.
- Working knowledge of the internet and web browsers such as Chrome, Safari, Internet Explorer and Firefox.
- Working knowledge of Microsoft CRM, Microsoft 365, WebTMA, Apple iPad, Android tablet, iPhone
- Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers
- Works well in a team environment and interacts well with all levels of the organization.
- Proven ability to develop and maintain strong client relationships.
- Ability to take initiative for self-development and exhibits patience in learning new processes.
- Excellent written, oral and listening communication skills.
- Ability to think analytically to identify issues as well as solutions to problems.
- Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management.
- Ability to quickly learn, adapt to new information and understand company concepts in a timely manner.
- Effectively communicate with members of your team and department to constantly drive issues toward resolution
**WORK ENVIRONMENT**
Work can be performed in a hybrid setting (work in the Monterrey, Mexico office and remotely)
Monterrey, Nuevo Leon, Mexico Office.
**Why work at Eagle Technology?**
- Competitive compensation plan.
- Professional development plans.
- Career progression/internal mobility opportunities.
- Inclusive work environment.
- Volunteering opportunities.
- Company/team building events.
Equal Employment Opportunity has been, and will continue to be, a fundamental principle at ETM, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.