Handle customer concerns with confidence and clarity in both English and Spanish as a Bilingual Customer Escalations Specialist. You'll step in when first-line support isn't enough, resolving complex inquiries across phone, email, and chat channels. Your role ensures customers feel heard, supported, and confident in the solutions provided.
What You’ll Do
- Respond to customer inquiries in both English and Spanish, diagnosing issues and delivering accurate resolutions efficiently.
- Follow up promptly when investigations are needed, keeping customers informed throughout the process.
- Guide customers toward self-service tools, helping them become more independent while reducing repeat contacts.
- Use available resources to resolve issues on first contact whenever possible, escalating only when necessary.
- Provide basic technical support for common browser issues, including navigation, private mode, and file handling in Chrome, Safari, Edge, and Internet Explorer.
- Maintain professionalism in every interaction and consistently meet performance benchmarks.
- Track recurring issues and trends, alerting leadership when patterns suggest deeper problems.
- Adapt quickly to changing priorities and take initiative in finding answers without waiting for direction.
What We’re Looking For
- Strong listening and communication skills, with the ability to explain technical concepts clearly in both languages.
- Sharp attention to detail and excellent organizational abilities.
- Comfort using multiple systems at once to research and resolve customer needs.
- Proficiency in English and Spanish—both written and spoken—is required.
- Familiarity with standard internet functions and common browsers.
- A proactive mindset: you don’t wait to be told what to do—you see a problem and solve it.
- Willingness to grow, adapt, and embrace change in a fast-moving environment.
Work Environment
Position is remote, with a preference for candidates near Orlando, FL. Standard work hours are either 8am–5pm ET or 9am–6pm ET, including a one-hour lunch break. Flexibility within these windows may be required based on team needs.
Compensation ranges from $18.00 to $18.50 per hour. Familiarity with Microsoft Office Suite is a plus, though not required.
Our Culture
We value people who take initiative, move quickly, and aren’t afraid to build something new. We’re looking for individuals who show up as themselves—curious, kind, and committed to learning. Diversity of thought and experience strengthens how we work and what we create. If you're driven by growth and thrive in evolving environments, you’ll fit right in.
This company provides equal employment opportunities regardless of race, color, religion, national origin, gender, age, disability, or any other protected status. We are committed to a workplace where everyone is respected and can contribute fully.
