Bilingual Customer Support Analyst (Spanish/English)

If you are passionate about building a team of Service First driven individuals who exceed expectations. If you're a builder, problem solver, and love the fast pace environment then join us!

Key Responsibilities:
Maintain high customer satisfaction with primary focus on providing the best customer support
Interact with customers in Spanish via phone, chat, and email to proficiently and consistently troubleshoot and resolve basic issues
Accurately capture case notes, document activities, and manage cases in a clear, concise, and actionable manner
Quickly identify complex issues, gather appropriate information, and triage to senior team members for resolution ?
Author, edit, and publish quality Knowledge Base content to improve customer self-service resources
Accurately link and categorize cases upon closure to inform root cause of customer contacts Support job seekers and applicants on using our marketplace platform
Experience with an international company will be an added benefit
Work within defined SLAs, analyze requests on Payroll, Sales, and other critical issues, and handle time-sensitive projects under pressure situations ?
Be available for rotation and weekend shifts (24/7 coverage)
Independently handle projects and invest time to learn the product

About You:
Fluent in written and spoken Spanish, with excellent communication skills
Proficient in English to effectively communicate with internal teams
Prior experience in customer support or technical support roles preferred
Familiarity with Zendesk and Jira platforms is a plus
2+ years of applicable experience in product lead customer support
Detail-oriented, especially while troubleshooting client issues
Ability to communicate concisely and impactfully with clients and internal stakeholders
Strong verbal and written communication skills
Experience in handling client calls is an added advantage

Bilingual proficiency in Spanish and English
Strong customer service orientation
Excellent communication skills (both written and verbal)
Ability to provide exceptional support in a fast-paced environment
Proficiency in phone, chat, and email support
Case management and documentation skills
Troubleshooting and problem-solving abilities
Detail-oriented approach, especially in documenting client issues
Ability to escalate complex issues to senior team members
Experience in authoring and editing Knowledge Base content
Familiarity with Zendesk and Jira platforms is a plus

Rotational Shifts (3 days must work from office)