Bilingual Customer Support Specialist

Summary

Join Live365, a SoundStack company, as a Bilingual Customer Support Specialist! You will provide world-class support to Spanish and English-speaking customers via various channels, troubleshooting issues and resolving requests. This fully remote, US-based position requires fluency in both Spanish and English, along with experience in helpdesk software and customer service. You'll be part of a collaborative team, working remotely with flexible arrangements and opportunities for professional growth. The role offers a competitive salary, health benefits, generous PTO, and potential reimbursement for professional development. If you're passionate about customer service and the audio industry, this is the perfect opportunity to grow your career.

Requirements

• Spanish is written and spoken fluently at an intermediate to proficient (CEFR B1 - C2) level
• English is written and spoken fluently
• Communicating clearly and directly is a skill-set in which you take pride
• You enjoy technical problem-solving and are not afraid to take an investigation further in the name of customer satisfaction
• You've had experience using helpdesk, CRM, subscription billing, Confluence, Google Workspace, or other web-based software
• You've worked with video conferencing, Slack, screen-sharing, and other cloud-based collaboration tools

Responsibilities

• Provide support to customers in Spanish and English via email, phone, chat, and social media, answering product questions and troubleshooting issues
• Follow troubleshooting paths and billing processes to meet customer requests
• Follow established helpdesk best practices for managing inbound and outbound communications
• Advocate for Spanish and English language customers; resolve product or service problems by clarifying scenarios and carrying out appropriate escalation paths
• Maintain and adjust customer billing accounts with proper invoicing and documentation
• Contribute to team efforts by working collaboratively on projects in order to deliver successful outcomes
• Contribute to both internal and external documentation in Spanish and English

Preferred Qualifications

• Customer service comes naturally to you
• A collaborative team environment lets your skills shine, and your team-player mentality contributes to taking on dynamic workloads
• Working remotely excites you: you are self-motivated and thrive when you control your work environment
• This job is perfect for you if you are interested in: Software as a Service (SaaS) products and web applications
• This job is perfect for you if you are interested in: The music industry, internet radio, podcasts, and audio streaming services
• This job is perfect for you if you are interested in: Growth as a customer support professional
• This job is perfect for you if you are interested in: Learning new technologies, and growing your technical troubleshooting skills
• This job is perfect for you if you are interested in: Working with radio automation solutions, mobile apps, smart speakers, in-car streaming

Benefits

• Casual and friendly work environment
• Work remotely from your home
• A competitive compensation package, with flexible working arrangements and training opportunities to help you grow and develop your professional skill set
• We're a growing company which values promoting from within
• Work with an inclusive, international/multi-cultural team
• $45,000 - $48,000 a year
• This is a US-based, salaried, fully remote position, which provides health benefits, generous PTO, and potential reimbursement for professional development