Collins McNicholas


  • Resolving any technical issues customers may have inbound and outbound calls, e-mail and other contact methods.
  • An ability to clearly explain troubleshooting steps.
  • Ensuring all contacts with customers are accurately logged
  • Achieve daily/weekly/monthly agent performance metrics.
  • Be the core agent for the team by communicating company policies to other team members and assist other members in fault resolution.
  • Keep the Team Leader continuously updated on progress.
  • Proactively communicating with customers through outbound contacts.
  • Liaising between customers and company personnel regarding any customer issues.


  • Excellent verbal and written communication abilities.
  • An ability to mutli-task.
  • Effective problem-solving skills.
  • Ability to meet deadlines as outlined by company.
  • High level proficiency in Spanish language (C1 or above)

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