Customer Support Representative (Bilingual, Spanish)

AssetWatch, Inc.

1d•Remote

About The Position

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.

Requirements

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

Responsibilities

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