Bilingual Technical Customer Support, Ring, Ring

Bilingual Technical Customer Support

Company: Ring (an Amazon company) Location: Remote (USA) Employment Type: Permanent Seniority: Mid-level

At Ring, we are seeking driven and technically savvy individuals to join our team as Bilingual Technical Customer Support representatives. You will be instrumental in providing timely, accurate, and professional support to both Spanish and English-speaking Ring customers, ensuring a positive and effective customer experience. This role is ideal for problem-solvers who are excellent listeners, adaptable, quick learners, critical thinkers, and comfortable handling ambiguity.

About the Role

As a Bilingual Technical Customer Support representative, you will be the voice of our customers, advocating for their needs and providing comprehensive support for Ring products. You will engage directly with customers to understand their usage, resolve technical issues, and maximize their product investments. Your contributions will help identify areas for improvement and drive innovative solutions to enhance the overall customer experience.

Key Responsibilities

• Provide prompt, efficient, and detailed service to Ring customers via chat, email, and voice calls.
• Serve as a customer advocate, surfacing and addressing observed areas for improvement.
• Troubleshoot and resolve technical issues related to Ring products, ensuring devices operate as expected.
• Assist with customer communication and troubleshooting during new product launches.
• Develop in-depth knowledge of specific Ring product lines and features.
• Manage customer account and billing inquiries, as well as device setup.
• Collaborate with other Ring teams to identify, document, and escalate emerging issues.
• Communicate customer needs and trends to leadership, suggesting innovative solutions.

Requirements

• A minimum of 2 years of customer service experience.
• Fluency in both spoken and written Spanish and English.
• Proficiency with Microsoft Office products and applications.
• Demonstrated ability to logically and efficiently identify and troubleshoot issues.
• Experience delivering courteous and efficient support to external customers.
• Willingness for continuous learning and adaptation.
• Ability to work a flexible schedule, including weekends, nights, and/or holidays.

Preferred Qualifications

• A strong drive to investigate systems and processes to solve customer problems.
• Experience documenting technical customer issues clearly for other users.
• Technical curiosity and enthusiasm for learning new technologies.
• Proven success working in a fast-paced support environment.
• Experience using Salesforce CRM.
• Familiarity with Eero, Ring-compatible devices, and security alarm systems.

What We Offer

• Competitive hourly pay ranging from $17.00 to $27.00 USD, depending on qualifications and location.
• Comprehensive benefits package including Employee Assistance Program (EAP), Mental Health Support, Medical Advice Line, and 401(k) matching.
• The opportunity to work remotely within the USA.
• An inclusive culture that empowers employees to deliver the best results.

Amazon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.