CUSTOMER SUPPORT REPRESENTATIVE

KEY RESPONSIBILITIES

1. Customer Support & Communication

• Provide prompt, professional support via email and occasional calls in English and Spanish
• Manage, track, and resolve support tickets using a ticketing system
• Assist clients with onboarding and ensure smooth adoption of the platform
• Deliver product walkthroughs and basic training sessions (EN/ES)

2. Troubleshooting & Coordination Issue

• Perform initial investigations of reported technical issues (user error vs. platform issue)
• Document findings clearly and escalate to technical teams when needed
• Act as a liaison between clients and internal teams, ensuring timely follow-up and resolution

3. Documentation & Knowledge Base

• Maintain and update Spanish-language user guides based on English documentation
• Contribute to improving knowledge base content and support workflows

REQUIREMENTS

Education & Experience

• 1-2 years of experience in customer support or a similar client-facing role
• Bachelor’s degree in business, Communications, IT, or a related field is a plus, but not required
• Relevant work experience may be considered in place of formal education

Skills & Qualifications

• Fluency in Spanish and English (written and spoken)
• Experience in a SaaS or tech environment is a plus
• Familiarity with ticketing systems (e.g. Zendesk, Freshdesk, Jira)
• Strong written communication skills; ability to explain technical concepts clearly

Experience with onboarding or product training is a plus

• Problem-solving mindset and ability to work with technical teams
• Strong organizational skills and ability to work independently in a remote setup
• Reliable internet connection and ability to collaborate with a global team

What We Offer

• Flexible part-time schedule (4 hours/day, afternoon/late afternoon)
• Opportunity to grow into a full-time role based on performance and business needs
• Remote work within an international team
• Training and onboarding support
• Competitive compensation aligned with part-time scope