Vertegenwoordiger Klantenondersteuning (Engels & Spaans)

Over de Rol

Wij zoeken een ervaren, tweetalige Vertegenwoordiger Klantenondersteuning die vloeiend Engels en Spaans spreekt om hoogwaardige ondersteuning te bieden aan onze wereldwijde gebruikersbasis. In deze rol bent u de voorkant van ons bedrijf en beantwoordt u real-time klantenvragen, lost u technische en accountproblemen op en handhaaft u een hoge klanttevredenheid. U werkt een vast shift van 12:00 tot 22:00 uur EST en werkt nauw samen met teams uit verschillende afdelingen om naadloze communicatie en snelle probleemoplossing in beide talen te garanderen.

• 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.

Wat je Nodig Hebt

• 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.