Bilingual Support Specialist (English/Spanish) - Remote

Overview

The Bilingual Support Specialist will manage first-level incoming requests from Merchants and Integrated Software Vendors needing customer/technical assistance, focusing on delivering exceptional service and enhancing the overall merchant experience.

In Short

• Handle complex inbound and outbound customer requests.
• Provide exceptional service using available resources.
• Document all client inquiries and issues for tracking.
• Communicate operational concerns with clear timelines.
• Identify and communicate trends within the department.
• Maintain knowledge of products and services to address client concerns.
• Use problem-solving skills to analyze data and root causes.
• Resolve complex inquiries and fulfill service requests.
• Conduct basic training for incoming peers.
• Contribute to team efforts by leading complex inquiries.

Requirements

• Bilingual in English and Spanish.
• High School Diploma or equivalent; college experience preferred.
• 4+ years of customer service experience.
• 2+ years of call center experience.
• Strong communication skills, both verbal and written.
• Ability to articulate technical information clearly.
• Creative problem-solving skills.
• Ability to multi-task and stay organized.
• Tech-savvy and computer literate.
• Ability to adhere to attendance policy.

Benefits

• $20-25/hr compensation.
• Remote-first culture.
• Annual bonus scheme based on performance.
• Flexible PTO.
• Health, Dental, and Vision Insurance.
• 13 Paid Holidays.
• Company volunteer days.