Bilingual Production Support Representative

Bilingual Production Support Representative

Location: Irving, TX | 100% - ON SITE

Schedule: M-F 9:30-6:00

Type: Temp-to-Hire

Compensation: $21-23/hr DOE

• Handle User Inquiries: Provide direct technical support via phone (majority), chat, and email to apartment leasing staff regarding software operation, connectivity, printing, and general system concerns.
• Tier 1 & 2 Issue Resolution: Resolve escalated customer service issues including password resets and basic system navigation.
• Tier 2 Focus: Assist in identifying underlying issues in application code (Java and .NET). This role involves shadowing IT/Development teams to investigate and learn code-level diagnostics.
  Commitment to technical learning is essential.
• Advanced Troubleshooting: Investigate, analyze, coordinate, and track moderate to complex customer issues through to resolution.
• Research & Proactive Outreach: Conduct necessary research to resolve issues. Initiate proactive calls to users for high-priority or escalating technical problems.
• Team
  
  Collaboration:
  
  Interface with the offshore call center to provide guidance on support processes and specialized case scenarios.
• Administrative Support (As Needed): Perform order fulfillment, data entry, tracking, and customer follow-up on spreadsheets. Address customer billing inquiries and coordinate with collections/finance departments for resolution.
  • Case Volume: Approximately 10 cases per day.
  • Quality: High focus on Quality Assurance (QA) metrics.

• Training Period: 2–3 weeks, focusing on product knowledge, modules, and concepts.
• Shadowing: Structured shadowing with team members post-initial training for practical application.

This role is a clear path to advancement based on technical drive or client focus.

Compensation / Pay Rate (Up to): $21.00 - $23.00 Per Hour