Representante de Atención al Cliente (Inglés y Español)

Acerca del Rol

Buscamos un Representante de Atención al Cliente experimentado y bilingüe, fluido en inglés y español, para brindar soporte de alta calidad a nuestra base de usuarios global. En este rol, serás la voz de primera línea de nuestra empresa, manejando consultas de clientes en tiempo real, resolviendo problemas técnicos y de cuenta, y manteniendo altos niveles de satisfacción del cliente. Trabajarás un turno dedicado de 12:00 PM a 10:00 PM EST, colaborando estrechamente con equipos multifuncionales para garantizar una comunicación fluida y una resolución rápida de problemas en ambos idiomas.

• Respond to inbound customer queries across live chat, email, and ticketing channels in fluent English and Spanish.
• Troubleshoot and resolve product, billing, and account issues efficiently while meeting established SLA targets.
• Maintain detailed, accurate logs of customer interactions and escalation notes in the CRM/helpdesk system.
• Identify recurring user pain points and escalate bug reports or feature requests to technical and product teams.
• Create and update internal documentation, canned responses, and bilingual customer-facing help center articles.
• Deliver empathetic, professional, and prompt support during the assigned shift of 12:00 PM to 10:00 PM EST.

Lo que Necesitarás

• 2 to 4 years of proven experience in a customer support, technical support, or client services role.
• Professional, native or near-native fluency in written and spoken English and Spanish (C1/C2 level required).
• Ability to work reliably during the required shift of 12:00 PM to 10:00 PM EST.
• Proficiency with modern helpdesk software such as Zendesk, Intercom, Freshdesk, or HubSpot.
• Strong problem-solving, active listening, and conflict-resolution skills under tight response windows.
• A quiet home office setup with a reliable high-speed internet connection and dedicated workstation.