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