Bilingual Technical Support

Found in: Appcast CA A2 P - 20 hours ago

Canada Agility CMS Full time

 

 Job Description

 


JOB TITLE:                              Bilingual Technical Support (Spanish)                                             

REPORTS TO:                         Customer Support & Enablement Manager

DIVISION / DEPARTMENT:    Customer Experience

LOCATION:                             Virtual Office with quarterly company team meetings in Toronto

 

PRIMARY PURPOSE:

As a Bilingual Customer Support Specialist, you’ll be the first point of contact for users looking for troubleshooting or seeking information about Agility CMS, reporting to our Customer Support and Enablement Manager. You’ll handle customer support inquiries via email and chat, ensuring customers receive timely, and accurate assistance. This role requires close collaboration with our product team to resolve technical issues and champion customer feedback, as well as our Customer Success team.

 

KEY RESPONSIBILITIES:

  • Provide prompt and efficient customer support through email and chat, addressing customer inquiries, issues, and feedback.
  • Diagnose and troubleshoot basic technical questions, guiding customers through step-by-step solutions.
  • Escalate tickets to the appropriate internal teams, providing detailed descriptions of problems encountered.
  • Work closely with the product team to communicate customer feedback and contribute to product improvement discussions.
  • Responsible for completing Spanish translations for verbal and written customer-facing communications.


QUALIFICATIONS:

  • Proficiency in both English and Spanish is a must
  • Excellent written and verbal skills 
  • Previous experience in technical support for a SaaS product
  • Experience with HubSpot or other CRM tools is an asset
  • Independent and curious learner who likes being involved in a variety of tasks and activities
  • Strong problem solver who can analyze information and offer recommendations
  • Enjoy working and executing in a fast paced, innovative, and energizing environment 
  • Excellent time management and organization skills, and can manage multiple projects and responsibilities to achieve measurable results on time 
  • Ability to build trusting relationships with co-workers and customers while living our core values day to day.


BENEFITS: 

  • Individual medical and dental benefits 
  • We are 100% remote and global. Live your best life, wherever that may be, and never lose out on career opportunities because of it. 
  • Dedication to your growth. We focus on career pathing for each and every one of our employees and help provide training to advance at every stage in your career.
  • Focus on culture. Coffee chats, happy hours, cooking classes, BBQ get together, and more 
  • Swag Because who doesn’t love swag? 
  • Introductions to thought leaders in the industry and webinars on cutting-edge tech hot topics. 


 

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