What are the responsibilities and job description for the Digital Product Support - Bilingual English - Spanish position at Hibu Inc?
This is Hibu: https://video.hibu.com/watch/kKXY8EF3zFsuGsU36yzom7?
Digital Product Support Specialists will receive and attend to incoming phone calls and emails from internal and external customers concerning their Digital Products. Products supported can include Websites, Listings, Reviews and Reputation, Search, Display, SEO, and Social. Additionally, DPS Specialists will be responsible for post-live support and modifications that include: billing questions, performance, and analytics, changes to the website site or display/social ads, changes to various Campaigns (Key Word Change, Geo Change, etc.).
Primary Responsibilities:
- Answer incoming calls and/or emails and gather the appropriate amount of information regarding the issue/concern.
- Helping customers make changes to their Digital Products as requested within the scope of the product definition. Must have a detailed understanding of applications and procedures in order to assess the nature of call type in order to handle appropriately.
- Research and diagnose technical issues and questions, utilizing available resources, software tools, and documentation.
- Post live support and modifications that include: billing questions, performance, and analytics, changes to the website site or display/social ads, changes to various Campaigns (Key Word Change, Geo Change, etc.).
- Document and track customer questions along with resolution using Salesforce CRM.
- Perform appropriate follow-up with clients on outstanding concerns and Salesforce cases.
- Liaise with internal and/or external customers to resolve questions regarding modifications, explaining the scope of Hibu Digital Products where applicable.
- Deals with customers, sales reps, and other associates regarding Hibu Digital Products
Competencies / Critical Skills:
- Fluent in both Spanish and English - Required
- Knowledgeable in Photoshop and other editing tools
- Ability to effectively and professionally communicate both verbally and in writing
- Excellent customer service skills, specifically telephone experience
- Ability to multi-task
- Ability to work independently
- Ability to accept change in a positive manner
- Exceptional organizational skills
- Detail-oriented
Our Employees
We embrace and value diversity in everything we do. This melting pot of differing opinions, perspectives, cultures, and backgrounds energizes the company and fuels our passion to do what's right for our consumers, our clients, and our employees. It drives our entrepreneurial culture, generates new ideas throughout the organization, and makes Hibu a better, smarter, rewarding company for those of us fortunate enough to work here.
For further information about Hibu, visit www.hibu.com
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Job Type: Full-time
Pay: $31,200.00 - $37,024.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Tuition reimbursement
- Vision insurance
- Work from home
Schedule:
- Monday to Friday
- Overtime
Work Location: One location
