Bilingual Production Support Representative

Bilingual Production Support Representative

Location : Irving, TX | 100% - ON SITE

Schedule : M-F 9 : 30-6 : 00

Type : Temp-to-Hire

Compensation : $21-23 / hr DOE

Responsibilities

Handle User Inquiries : Provide direct technical support via phone (majority), chat, and email to apartment leasing staff regarding software operation, connectivity, printing, and general system concerns.

Tier 1 & 2 Issue Resolution : Resolve escalated customer service issues including password resets and basic system navigation.

Tier 2 Focus : Assist in identifying underlying issues in application code (Java and .NET). This role involves shadowing IT / Development teams to investigate and learn code-level diagnostics. Commitment to technical learning is essential.

Advanced Troubleshooting : Investigate, analyze, coordinate, and track moderate to complex customer issues through to resolution.

Research & Proactive Outreach : Conduct necessary research to resolve issues. Initiate proactive calls to users for high-priority or escalating technical problems.

Team Collaboration : Interface with the offshore call center to provide guidance on support processes and specialized case scenarios.

Administrative Support (As Needed) : Perform order fulfillment, data entry, tracking, and customer follow-up on spreadsheets. Address customer billing inquiries and coordinate with collections / finance departments for resolution.

Required Performance Metrics

Case Volume : Approximately 10 cases per day.

Quality : High focus on Quality Assurance (QA) metrics.

Training & Development

Training Period : 2-3 weeks, focusing on product knowledge, modules, and concepts.

Shadowing : Structured shadowing with team members post-initial training for practical application.

Career Advancement

This role is a clear path to advancement based on technical drive or client focus.

Compensation / Pay Rate (Up to) : $21.00 - $23.00 Per Hour