Customer Care Associate, Bilingual

| Greater LA Area

Bilingual Customer Care Agent, supporting customers in Brazil

Sharp, Warm-hearted Problem Solver Wanted: Boingo Wireless is on the hunt for a Bilingual Tier II Customer Service Agent (English / Brazilian Portuguese) to join our fast paced and growing team. We are a cutting-edge technology company and a global leader in enhancing wireless access. Boingo not only develops Wi-Fi networks, but also enhances cell service in locations where throughput can be tricky. We also provide service support for the high-speed data broadband product and IPTV to our military customers. If you enjoy solving problems and presenting new solutions to customers, then this is the position for you. We offer a long-term opportunity, smart and friendly co-workers and great benefits. While we’re not your old school, rigid company, we do expect commitment, professionalism and a consistent positive attitude in addition to providing a world-class level of customer service. So if that sounds good to you, check the details of this position to determine if you’re a good fit and then give us a shout.

What does the job entail?

  • Working with Boingo customers in Brazil - must speak fluent Brazilian Portuguese.
  • Work independently and efficiently to meet deadlines.
  • Promptly answer support related email, phone calls, chats and other electronic communications from customers of our Wi-Fi services in Brazil.
  • Troubleshoot technical issues to help clients connect to Wi-Fi.
  • Resolve customer service or billing complaints – process refunds, make account updates and adjustments, etc.
  • Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Generate tickets and process escalations through to resolution.
  • Work in a fast paced environment with frequently changing priorities.
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external).
  • Available to work some nights and weekends - required to work after hour and weekend shifts.

Do you have what it takes?

  • Bilingual English / Brazilian Portuguese (must be fluent: reading, writing, speaking)
  • Excited about working 1:00 pm – 10:00 pm Monday – Friday
  • Excellent Customer service attitude, great communication skills.
  • Excellent Customer Service skills.
  • WI-FI Knowledge and tech savvy.
  • Experienced in troubleshooting mobile and laptop hardware and software issues.
  • Work with the technical staff and management to ensure issue resolution and customer satisfaction.
  • Persistent and results focused – must be able to solve problems and deliver results.
  • Microsoft Office Suite 2007 or 2010 (Outlook, Excel, PowerPoint fluent user) Word.
  • Experience following authority levels set forth in policy and procedure guidelines for customer refunds and adjustments.
  • Quick study – able to adjust to change and pick up new concepts quickly.
  • Ability to work late and weekend shifts.
  • 1-3 years related experience.
  • Some college experience preferred.

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks covers more than a million locations and reaches over a billion consumers annually – in places as varied as airports, stadiums, military bases, and multifamily communities. The Boingo platform drives revenue through various products, including Wi-Fi, DAS (cellular), Media, Wholesale, and more.

We’re an enthusiastic team, dedicated to growing our business by building amazing, valuable products. Boingo boasts a super-fun, collaborative work environment, with an annual pool tournament, Halloween costume contest, summer picnic, bowling nights, and more. There’s a kitchen stocked with yummy snacks and drinks, and a well-appointed new mother’s lounge. We offer an incredible benefits package, including unlimited vacation, parental leave, health, dental, vision, 401(k) match, equity, and more. And, our award-winning headquarters, located in Westwood, CA, has 360-degree views of LA, from Catalina to the Hollywood Sign. It’s no wonder we’ve been named among the Best Places to Work in LA four years in a row, and counting!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
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    • D3JSLibraries
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    • AngularJSFrameworks
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    • HadoopFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
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    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
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    • Adobe CampaignLead Gen
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Location

10960 Wilshire Blvd Suite, Los Angeles, CA 90024

An Insider's view of Boingo Wireless

How does your team reward individual success?

Boingo’s success is a product of our people, which is why we take pride in creating a work environment where employees feel rewarded. Employees are offered competitive pay, equity in the company (RSU's), attractive bonus plans, 401(k) with employer matching and more. These are just some of the reasons Boingo is an awesome place to work.

Genevieve

Director, Talent Acquisition

What kinds of technical challenges do you and your team face?

Boingoites are faced with challenges every day, but there is nothing sweeter than overcoming a difficult task, together. The perfect example is launching Project Jake. We completely redesigned our UI for Boingo Broadband customers. It launched to much success & a boost in sales and is evidence of the awesome team work and collaboration at Boingo.

Lisa

Senior Marketing Manager

How does the company support your career growth?

If you want to succeed, Boingo will go above and beyond to make it happen. Our culture is all about promoting within, so career development is top priority. We have regular lunch & learn trainings, a generous tuition reimbursement program, and many hands-on learning experiences to support our growth and expand our skill sets.

Tyler

Senior Technical Recruiter

What’s the vibe like in the office?

Some might think that it’s the gorgeous view, snacks, or kombucha on tap, but the people are really what make coming to work every day so awesome. It’s an innovative environment that solves complex problems, but knows how to have fun along the way.

I even live with two Boingoites, so I guess you could say…I really like it here!

George

Software Engineer

What are Boingo Wireless Perks + Benefits

Boingo Wireless Benefits Overview

Working at Boingo comes with more perks than a paycheck. We offer an incredible benefits package that includes equity for everyone, health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more! Our award-winning office space in Westwood, CA has 360-degree views of LA - from Catalina to the Hollywood Sign – plus a kitchen stocked with yummy snacks and drinks.

Financial Well-Being
- Competitive pay
- Quarterly Incentive Plan (bonus)
- Company equity (RSU's)
- 401(k) Savings Plan with an employer match
- Flexible Spending Accounts (healthcare and dependent care)

Time to recharge and give back
- Unlimited vacation
- Company match on charity donations

Wellness programs
- Reimbursement of up to $600 per year towards a gym membership for you (and more for your spouse)
- Equinox gym in our Westwood, CA office building (with discounted membership!)
- On-site massage, yoga and stretching

Valuable extras
- Company subsidized electronic devices like smartphones, tablets and fitness devices
- Casual work environment
- Monthly employee events like Hackathons, bowling & cocktail hours
- Lots of free snacks, fruits, veggies and drinks
- Lunches and treats from great restaurants
- Game room with Boingo keg — featuring craft beers
- We even cover the cost of your Costco or AAA membership

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Child Care & Parental Leave Benefits
Child Care Benefits
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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