Keedian is hiring a Bilingual Troubleshooting Support

About the Role

This position involves providing direct assistance to users experiencing technical difficulties, using strong language skills and analytical thinking to diagnose problems and guide solutions in a timely manner.

Responsibilities

• Respond to customer inquiries in two languages
• Diagnose technical problems reported by users
• Guide customers through step-by-step troubleshooting
• Document issues and resolutions accurately
• Escalate complex cases when necessary
• Maintain consistent communication during resolution
• Follow established support protocols
• Adapt explanations for varying technical understanding
• Use support software to track cases
• Meet response and resolution time standards
• Identify recurring issues for reporting
• Collaborate with technical teams when needed
• Provide feedback on customer pain points
• Suggest improvements to support materials
• Maintain data privacy during interactions
• Handle high-volume inquiries efficiently
• Stay updated on product changes
• Work within defined shift hours
• Ensure clarity in all communications
• Manage multiple cases simultaneously
• Verify solutions with customers
• Log interactions in the support system
• Follow up on unresolved tickets
• Maintain professional tone under pressure
• Adhere to service level agreements

Compensation

Competitive hourly rate

Work Arrangement

Remote position with flexible scheduling

Team

Part of a customer-facing support unit handling multilingual inquiries

Languages Required

• Native or near-native proficiency in English and Spanish
• Ability to switch between languages seamlessly during support

Technology Setup

• Must have a computer with webcam and microphone
• Stable broadband internet connection required
• Dual monitor setup preferred but not mandatory

Not available