Enseo in partnership with KMC MAG Solutions, is looking for Spanish Customer Support Technician who will receive all incoming communications from Calls, Chat, Emails and/or Web Tickets. He / She / They are responsible for updating User Profiles & Tickets with the correct information. All customer support representatives need to make the customer feel important, understand their concerns, provide probing questions, provide excellent troubleshooting and endorse tickets to Team Leaders as needed.

• De Minimis Allowance
• Languange Allowance
• Transportation Allowance

• Provide exceptional World-class Customer Service and excellent troubleshooting to tasks assigned.
• Inbound / Outbound call handling with a minimum of 7 hours 30 Minutes.
• Resolve all assigned Severity 1-3 Tickets.
  • Average Ticket Handling time of 60 minutes for Severity 3 cases
  • Average Ticket Handling time of 2 hours for Severity 2 cases
  • Average Ticket Handling time of 4 hours for Severity 1 cases
  • Average Ticket Life 72 hours
  • Maintain an average of 4 hours response time to tickets.
  • Maintain an average of 30 to 60-minute call handling time.
• Ensure all troubleshooting is exhausted before escalating to the Territory Manager
• Ensure all information is properly documented
• Accomplish Trouble Shooting provided by Technician II, Product Specialist or Territory Manager
• Establish a solid understanding of all Enseo Tools and Services such as but not limited to:

• • High-Speed Internet Access
  • Guest Room Entertainment
  • Cable TV Technology
  • Alert Technology
  • Room Controls

• Establish a solid understanding of PAN, LAN, WLAN, DOCSIS, WAN and other Network connection types.
• Provide attentive, patient, dedicated, and innovative technical support to customers via phone, email, and/or chat and remote management software, in a timely and professional manner.
• Be proactive to raise new tickets regarding concerns and/or problems to the team and coordinate internal support to resolve issues for customers.
• Identify Critical Tickets and escalate immediately.
• Train Customer Support Associates as needed
• Must be available for Regular & Rest Day Overtime.
• Perform other duties as assigned by Leaders.

• Positive attitude with empathy, patience, and excellent interpersonal skills.
• Ability to build rapport, communicate clearly, and diffuse difficult situations with professionalism and confidence.
• Bilingual proficiency: Strong command of English and Spanish (listening, speaking, reading, and writing), with at least a B2 level qualification in Spanish; English proficiency should be at a comparable level.
• Familiarity with Windows 10 or higher and MS Office is required to perform essential computer tasks efficiently.
• Exposure to Zendesk is beneficial, but not compulsory.
• Strong logical reasoning, troubleshooting, and problem-solving abilities.
• Excellent attention to detail and documentation accuracy.
• Capable of resolving moderate to advanced internet connectivity issues (e.g. LAN/WI-FI).
• Deep understanding of what defines a great customer experience.
• Prior experience in a BPO or technical support environment is a plus but not required.
• Willing to work onsite at SM North EDSA during graveyard shift schedules.
• Applicants lacking either English or Spanish skill will not be considered.
• The use of a translator during interviews is not permitted.

• Electronics
• Mobile devices
• Computer Systems
• Windows Operating System
• Microsoft Office
• IT Ticketing System

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!