Bilingual Product Support Coordinator

Skillsoft is seeking an experienced Bilingual Product Support Coordinator to join our team in Canada! In this role, you will have the opportunity to be responsible for managing customers and Skillsoft employee inquiries through live help, phone and email in both English and Spanish.  

RESPONSIBILITIES:  

• In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools
• Facilitate with clients and ensure their needs are met and compile client reports as requested
• Routes or answers all incoming communication (email, phone, or other) from customers and clients.   
• Keeps up to date on course/curriculum offerings’ changes to certification tracks; recommend course orders.
• Become familiar with all Skillsoft products, including Percipio, Books24x7 and Skillsoft Compliance and Skillsoft Coaching
• Be attentive to service level agreements 

SKILLS & QUALIFICATIONS REQUIRED:  

• 1+ years of professional experience working in a Product Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers with a post-secondary education in a related field or an equivalent combination of training and experience  
• Excellent verbal and written communications in both English and Spanish 
• Must be open to a flexible, rotating schedule
• Working knowledge of Windows Platforms, eCommerce and Web/Internet platforms. 
• Experience with and proficient in: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
• Solid understanding of HTML, firewalls, and proxy servers
• Ability to navigate and utilize new technologies/systems
• Typing speed of at least 40 wpm