Bilingual Technical Support Specialist
Information Sheet

Convergys Corporation (NYSE: CVG), a member of the S&P 500 and a Fortune Most Admired Company, is a global leader in integrated billing, employee care, and customer care services provided through outsourcing or licensing. We serve top companies in telecommunications, Internet, cable and broadband services, technology, financial services, and other industries in nearly 80 countries. We also provide integrated, outsourced, human resource services to leading companies across a broad range of industries.

We bring together world-class resources, software, and expertise to help create valuable relationships between our clients and their customers and their employees. This commitment is validated by the more than 1.5 million individual bills our software produces each day to support more than 100 million subscribers, and by the more than 1.7 million separate customer and employee contacts we manage each day, both live and via electronic interaction.

Convergys employs more than 80,000 people in 75 customer contact centers and in our data centers and other offices in the United States, Canada, Latin America, Europe, the Middle East, and Asia. Convergys is on the net at our Website and has world headquarters in Cincinnati.

Job Summary
Team members receive inbound calls of a technical nature, in a call centre environment, independently resolving customer complaints, concerns, and inquiries regarding their Internet connection(s).

Job Requirements:

• Completed Grade 12 education or equivalent
• Excellent customer service skills; superior bilingual oral communication skills
• Ability to trouble-shoot and solve problems quickly and efficiently with minimal supervision
• Computer knowledge

Ability to obtain a successful criminal record check.

Work Environment

• Team members are seated at a Workstation for their entire shift with the exception of breaks or lunch.
• Team members are not assigned their own workstations.
• Calls are received via a headset and customer account information is accessed via computer.
• Trouble-shooting information is found via computer web-sites.
• Upon starting/ending shifts and when taking breaks, team members must login to a computer for time-tracking purposes.
• Set daily targets are to be met.
• The dress code is casual.
• Convergys encourages a scent-free environment.

Hours of Work

• The customer service centre operates 24 hours a day, 7 days a week, 365 days a year.
• Full time team members normally work 5 shifts per week (including weekends). Scheduled days off change per week.
• Weekend and Holiday work is involved
• All breaks are scheduled and must be taken at the set times.
• Schedules do change based upon business needs; flexibility is required.

Training

• The training period is 5-6 weeks in duration and is full-time, Monday to Friday (some exceptions apply).
• Training must be completed successfully, and absences in training are not permitted.

Compensation
Team members are paid $12/hour. At the end of the training period, a $3.00/hr language skill premium and shift premiums are paid. For the hours worked between 6 PM and midnight, the premium is $0.25 per hour and between midnight and 6 AM, the premium is $0.50 per hour,

Advancement Opportunities
Opportunities exist! Team members must complete the training period and the 90-day probationary period before they can apply for posted positions. (Employees must meet the specific requirements of the posted position to be eligible for testing or an interview.)