Bilingual Jr. Customer Support Associate (Spanish/English Required)

Florence Healthcare•Atlanta, GA

2d•Onsite

About The Position

Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 30,000 research teams in 70 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow. As a Junior Customer Support Associate, you are the first line of defense for customers experiencing technical issues. You will work directly with end users to help solve their problems, share product knowledge, and ensure their satisfaction throughout their Florence journey. This role supports both English and Spanish speaking customers.

Requirements

Bilingual proficiency in Spanish and English (written and verbal communication)
Bachelor's degree
1+ years of experience in a client-facing or customer service role, preferably in health tech or SaaS environments
Experience in SaaS environments and proficiency in navigating multiple technical platforms
Zendesk or similar experience
Experience with knowledge management systems and content creation
Commitment to providing best-in-class customer service to our users
Past client-facing experience
Proven ability to analyze problems, identify root causes, and implement effective solutions
Exceptional ability to guide users step-by-step through complex issues
Confidence in learning and mastering new software platforms independently
A collaborative mindset and the ability to engage cross-functionally with various teams

Responsibilities

Respond to customer inquiries via chat, email, and screen share with empathy, clarity, and a focus on efficient resolutions.
Provide bilingual support in both English and Spanish to serve our diverse customer base.
Ensure a positive support experience across all touchpoints.
Accurately document and troubleshoot user-reported issues, escalating when necessary.
Collaborate with cross-functional teams to support timely and effective resolution.
Empower users by guiding them through product features using our knowledge base and your understanding of the platform.
Promote self-service through helpful, educational responses.
Support our Customer Enablement team by helping them create, maintain, and ensure the accuracy of Spanish language support documentation, FAQs, and user guides.
Capture and share customer feedback, common pain points, and feature requests to help inform product and process improvements.
Contribute to the growth of the support team by identifying and documenting common issues, solutions, and workflows that improve efficiency and consistency.