Predstavnik korisničke podrške (engleski i španjolski)

O ulozi

Tražimo iskusnog, dvojezičnog predstavnika korisničke podrške s tekućim znanjem engleskog i španjolskog jezika koji će pružiti visokokvalitetnu podršku našoj globalnoj korisničkoj bazi. U ovoj ulozi bit ćete glas naše tvrtke na prvoj liniji, rukovarati ćete upitima korisnika u stvarnom vremenu, rješavati ćete tehničke probleme i probleme s računima te održavati ćete visok nivo zadovoljstva korisnika. Radili biste na namjenskoj smjeni od 12:00 do 22:00 EST, usko surađujući s timovima iz različitih dijelova tvrtke kako biste osigurali bezbroj komunikaciju i brzo rješavanje problema na oba jezika.

• 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.

Što vam trebam

• 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.