Customer Support Representative

As our Customer Service Representative, you will be the primary point of contact for our customers, providing technical support and answering inquiries related to our products. Fluency in both English and Spanish is required for this position. Candidates must be able to speak, read, and write in both languages proficiently. In this role, you will provide technical support for our units such as counterfeit detectors, coin counters, and bill counters. You will be responsible for troubleshooting technical issues related to our products and guiding customers through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions. Additionally, you will provide excellent customer service to our clients by answering phone calls, emails, and chats. Responsibilities include:  Engaging interested customers to help them understand product specifics and answering inquiries Reviewing voicemails and emails for both customer service and after-sales support on a timely basis Facilitating customer support through multiple communication channels including email, phone, chat service, and in-person Guiding users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions Troubleshooting technical issues related to our products and provide effective solutions to customers Collaborating with the product development team to identify and resolve recurring technical issues reported by customers Reviewing and responding to customer reviews and questions within our online platforms Guiding and assist customers in making the right purchasing decision Recommending alternate products in alignment to customers’ needs Researching all issues and referring concerns to other service areas/departments for follow up Entering orders online and providing order tracking information as needed Verifying customer information Providing feedback to the sales team on customer inquiries and concerns, including product features, pricing, and promotions Recording details of transactions, comments, customer complaints, and final resolution Managing marketplace inventory levels and relevant transactions in our inventory software Collecting order/account relevant documents – tax-exempt documents, reseller certificates, W-9, proof of export/bill of lading info, and any other associated documents to load into our Order Management System Scheduling order pick-ups as needed Verifying/checking UPS billing charges/statements Periodically assisting with warehouse and fulfillment operations, including but not limited to fulfillment of orders and returns, as well as unloading, staging, and organization of inventory. Maintaining a positive, empathetic, and professional attitude toward customers at all times Other responsibilities may be added as circumstances/needs change  Requirements/Qualifications: Minimum 2 years’ experience within a customer service and support role Proficient in Microsoft Excel and other Office products Excellent verbal and written communication skills Operate with ownership, be self-motivated, and have strong attention to detail Ability to multi-task and perform well in a fast-paced environment Ability to lift and move loads of 50+ lbs. Effective time management and organizational skills Ability to work effectively independently and in a team environment Strong interpersonal and customer service skills Bilingual (English/Spanish) required  Location: Miami, FL 33166   Hours: Full time; In-Person; 9AM to 5PM - Monday to Friday  Benefits  One of our objectives is to provide a work environment that is conducive to both personal and professional growth. Some benefits that we offer include:  Paid training  Medical Insurance (75% of HMO premium employer-paid)  Dental & Vision Insurance  Long-Term Disability, Life and AD&D Insurance (100% employer-paid)  Short-Term Disability Insurance  401(k) Retirement Plan with up to 4% Safe Harbor Match (after first year of employment) Jury Duty Leave  Overtime Pay (1.5x)  Birthday leave (8 hours of paid time off after first year of employment)  80 hours (10 days) of PTO starting January 2026 to be used as sick days or vacation days  Major Holidays Off including New Year's Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, December 24 through January 1 (approx. 12 to 14 days of paid holiday per year depending on the year)   We offer a family-oriented work environment with competitive compensation, a comprehensive benefits package, and a highly dynamic work environment.  About Us AccuBANKER, one Hilton Trading Corp.’s main brands, is a worldwide leader in the loss prevention industry. Through our portfolio of products which include AccuBANKER and SILVER, succumbing to counterfeiting threats by pushing the limits of innovation and adapting to the evolution of our customers’ needs. For almost 45 years, we have developed a product line that has been used by our customers across the world to help combat currency counterfeiting and enhance their cash handling capabilities. More about this role:You will work in-person at our offices, full-time (40 hrs/week) from Monday to Friday, 9:00 AM - 5:00 PM. The ideal candidate for this position is organized, proactive, and able to work both independently and as part of a team. If you are a motivated and customer service-oriented individual with fluency in both English and Spanish, we encourage you to apply for this exciting opportunity to join our team at AccuBANKER.  Hilton Trading Corp. is a drug free workplace. We require all employees to complete a pre-employment drug screening.