Contract Technical Support Rep I- Bilingual (English/Spanish)

Seagull Software•Redmond, WA

3d•$25 - $25•Remote

About The Position

Seagull Software is hiring a bilingual English/Spanish Technical Support Representative I for a US-remote, six-month direct contract, with potential for extension. The representative will be the first point of contact for external customers and provide technical assistance in English and Spanish for Seagull’s on-premises and SaaS solutions, including BarTender, and its printer drivers. Support is delivered by email, chat, and phone. The role works a 7:00 AM–3:30 PM PT shift, with infrequent on-call weekend work potentially required. The hourly starting pay is $24.50. This direct-contractor role is not eligible for benefits, and the contractor must be set up to work as self-employed before the contract begins. The position is part of a collaborative Technical Support Team. It involves troubleshooting customer issues, escalating cases when appropriate, researching software questions, documenting tickets and contributing to the Knowledge Base, and sharing product-improvement suggestions. The representative also collaborates with Engineering, IT, QA, and Sales and may take on special tasks or projects such as report writing, product documentation, product improvements, and programming. Seagull describes its workplace culture as dynamic, culturally diverse, and collaborative, valuing employees’ backgrounds and contributions to diversity, equity, and inclusion. The company provides equal employment opportunities and prohibits discrimination and harassment on protected grounds.

Requirements

At least 2 years of experience as a technical support representative, demonstrating excellent customer service and troubleshooting skills.
Strong knowledge of Windows operating systems.
Technical aptitude and ability to quickly learn and work with new software.
Outstanding written and verbal communication skills in English and Spanish.
Problem-solving ability and active listening skills.
Ability to collaborate successfully with different teams and work independently with self-motivation.
Computer Science degree, technology certification, or equivalent work experience.
Must be set up to work as an independent contractor (self-employed) before the contract starts.

Nice To Haves

Completion of CompTIA A+ certification.

Responsibilities

Serve as the first point of contact for external customers by email, chat, and phone.
Provide technical support in English and Spanish for enterprise software, third-party applications, and printer drivers.
Identify, troubleshoot, and resolve technical issues involving Seagull’s on-premises and SaaS solutions, including BarTender.
Escalate issues to higher support tiers when needed.
Research and answer questions from resellers and end users about software capabilities.
Identify and record support-ticket details and contribute to documentation and the Knowledge Base.
Suggest improvements to Seagull products.
Work with Engineering, IT, QA, Sales, and other departments.
Participate in special tasks and projects, potentially including report writing, product documentation, product-improvement suggestions, and programming.
Provide a world-class customer experience.