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 • Proble