Customer Support Representative (Bilingual, Spanish) Eastern Timezone

The Customer Support Representative (Bilingual, Spanish) will develop an understanding of AssetWatch products and services to support both hardware and network outages for external customers. This role requires fluency in both English and Spanish to effectively support and communicate with a diverse customer base. You will collaborate with stakeholders to ensure timely resolution and long-term solutions.

We are only considering candidates who reside in EST timezone given.  

What’s the Opportunity

• Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels
• Provide support to customers in both English and Spanish across written and verbal communication channels
• Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication
• Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions
• Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams
• Proactively contact customers to resolve issues before they escalate
• Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication
• Identify opportunities to proactively address potential challenges or recurring issues
• Meet or exceed case management and response time expectations
• Utilize multiple software tools to diagnose issues and implement appropriate solutions
• Promote customer loyalty through recognition and engagement initiatives
• Perform other responsibilities as directed by the AssetWatch Support Manager

Qualifications

• 2+ years of experience in technical support or a related field
• 2+ years of customer service experience (in-person or virtual)
• Professional fluency in both English and Spanish (written and verbal), with the ability to support customers in both languages as a core job function
• Experience working in high-volume support environments and ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide support
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment

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