About the Role
Provide expert-level technical support to customers using Spanish as the primary communication language, ensuring timely resolution of software-related issues and maintaining high satisfaction standards.
Responsibilities
- Respond to customer inquiries in Spanish regarding software functionality
- Diagnose and resolve technical issues reported by users
- Document support cases with accurate details and resolution steps
- Escalate complex problems to appropriate engineering teams
- Follow established procedures for issue tracking and management
- Maintain up-to-date knowledge of product updates and features
- Assist in translating technical documentation when needed
- Collaborate with team members to share solutions and best practices
- Monitor support tickets for timely response and closure
- Communicate technical concepts clearly to non-technical users
- Contribute to improving support processes and tools
- Adhere to service level agreements for response and resolution times
- Participate in on-call rotations for after-hours support
- Provide feedback to product teams based on customer experiences
- Support customers across different time zones as needed
- Ensure data privacy and security during support interactions
- Use remote access tools to troubleshoot customer environments
- Maintain professionalism in all customer communications
- Track recurring issues and suggest knowledge base improvements
- Assist in onboarding new support team members
Compensation
Competitive salary with benefits
Work Arrangement
Remote position
Team
Part of the global customer support team
Why This Role Matters
- This position plays a key role in ensuring non-English speaking customers receive the same high level of technical assistance.
- Your expertise helps bridge language gaps and improves overall customer retention and trust.
What We Value
- Clear communication under pressure
- Ownership of customer issues from start to resolution
- Continuous learning and skill development
Not available
