Bilingual Customer Support Specialist

Madison, WI

At Fetch Rewards, we have two sayings that sum up the ethos of our organization launched in 2013:

Defeat the Odds!

What's next?

Our vision is to leverage technology to transform shopping into an engaging, rewarding, and delightful experience, ultimately propelling the time-worn grocery shopping experience into the 21st century. Our technology platform, based around a free smartphone app, ensures that users have the best shopping experience possible. Headquartered in Madison, WI with offices in Chicago, Denver and New York, we pride ourselves on two things -- the caliber of our work and the scope of our ambition.

This position requires bilingual English / Spanish ability and will work 7:00 am - 4:00 pm Friday-Tuesday. The potential to work from home on Saturday and Sunday exists after a probationary period.


RESPONSIBILITIES:

  • Trouble-shoot and effectively communicate issues to Fetch Rewards users and the development team.
  • Maintain user satisfaction.
  • Technical software troubleshooting with development team.
  • Manage priorities and effectively complete day to day tickets and long-term projects.

PERFORMANCE MEASUREMENTS:

We know we're both succeeding when:

  • All requests are addressed within 24 hours.
  • You are effectively translating problems from users into repeatable bug reports for the technical teams in a way that they do not need additional information to identify the issues.
  • You solve problems and reduce the need to contact the technical teams.
  • You find yourself excited to tell people about what we're building here at Fetch. You wake up truly excited because you know what you do today will directly impact a young growing company.

THE IDEAL CANDIDATE WILL BE ABLE TO:

  • Speak fluently in Spanish and English (oral and written) to communicate with our Puerto Rico users (required).
  • Translate from Spanish to English and vice versa (required).
  • Work 7:00 am-4:00 pm Friday-Tuesday. Ability exists to work from home on Sat. and Sun. after a probationary period.
  • Demonstrate customer service training and/or previous technical support experience.
  • Demonstrate proficiency in Zendesk and Microsoft Office (primarily Excel and Word) a plus.
  • Display passion for problem solving and service with an entrepreneurial mindset.
  • Quickly identifying issues and implementing solutions.
  • Demonstrate strong communication skills.
  • Act as an active listener who asks the “right” questions to fully understand a request.
  • Be a team-player who is eager to collaborate and welcomes open discussion in order to problem solve.
  • Effectively manage day to day tasks and long-term projects with the passion and desire to increase the scope of the support team.