[Hiring] Spanish Bilingual Technical Support Specialist @OEC

Role Description

Provides technical assistance and customer support through phone and email to Spanish-speaking customers. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources.

To be eligible for this position, candidates must possess the bilingual ability to speak and write fluently in Spanish and English and work a 10am-7pm Eastern Time work schedule Monday - Friday.

Key Responsibilities

• Serves as the first point of contact for Spanish-speaking customers seeking technical assistance over the phone or email. Will handle roughly 30-35 calls per day.
• Performs remote troubleshooting through diagnostic techniques and discovery questions.
• Serves as a technical subject matter expert to internal and external customers.
• Installs data uploading and integration tools through remote access of customers' computers (EUT/Data pumps).
• Walks customers through the problem-solving process.
• Directs unresolved issues through the escalation process, including providing status updates to customers.
• Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives.

Qualifications

• Requires a high school diploma or GED (General Educational Development).
• Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical customer support.
• Fluency communicating and writing in English and Spanish.
• Moderate experience with Microsoft Outlook and Excel.
• Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting).
• Effective communication and interpersonal skills.
• Ability to input customer information into a CRM (Customer Relationship Management) system.
• Attention to detail when interacting with customer data and systems.

Requirements

• Must understand, write and fluently speak in English and Spanish.
• 10am-7pm Eastern Time work schedule Monday - Friday.
• 100% remote (requires reliable internet access with a secure work environment).
• Must be available to work company holidays if needed.

Benefits

• Flexibility in work arrangements (remote, hybrid, or in-person).
• Strong sense of camaraderie and community.
• Empowerment to take risks, learn, and grow within a dynamic and supportive environment.