Bilingual Production Support Representative

Bilingual Production Support Representative

Location: Dallas, TX 75240 | 100% - ON SITE

Schedule: M-F 9:30-6:00

Type: Temp-to-Hire

Compensation: $21-22/hr DOE

Responsibilities

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

PrideStaff (North Dallas location) is a locally owned staffing & placement firm with a strong reputation as a fun-loving, quality-focused service provider. Our employees enjoy the following:

• A professional, supportive team environment
• Representation to North Dallas’ top employers
• Full medical benefits package
• Dedicated consultants who provide industry insights & resources to ensure continued career development

These are some of the many reasons we were recently recognized as one of Dallas’ Best Places to Work!