Customer Support Representative (Bilingual, Spanish Speaker)
• The Customer Support Representative (Bilingual, Spanish) will develop an understanding of AssetWatch products and services to support both hardware and network outages for external customers
- You will collaborate with stakeholders to ensure timely resolution and long-term solutions
- Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels
- Provide support to customers in both English and Spanish across written and verbal communication channels
- Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication
- Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions
- Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams
- Proactively contact customers to resolve issues before they escalate
- Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication
- Identify opportunities to proactively address potential challenges or recurring issues
- Meet or exceed case management and response time expectations
- Utilize multiple software tools to diagnose issues and implement appropriate solutions
- Promote customer loyalty through recognition and engagement initiatives
- Perform other responsibilities as directed by the AssetWatch Support Manager
Benefits
- Full benefits and 401K + 401K Match
- Unlimited PTO
- Opportunity to make a real impact every day
- Flexible work schedule
- Equity options