Lead Technical Support Associate with Spanish

Job Description

We are looking for a highly skilled and bilingual Lead Technical Support Associate (Spanish-speaking) to join our dynamic support team. In this role, you will be the go-to expert for delivering reliable, high-quality technical assistance to both internal and external customers. You will lead by example, ensuring timely issue resolution, clear communication, and a strong focus on customer satisfaction. Your ability to troubleshoot complex problems, collaborate across teams, and contribute to continuous improvement will be key to enhancing our support operations and overall customer experience.

JOB DUTIES:

• Provide expert-level technical support in both English and Spanish, ensuring high-quality service across all customer interactions.
• Serve as a lead resource for resolving complex technical issues, including root cause analysis, troubleshooting, and issue replication.
• Investigate complex customer-reported problems, replicating issues where necessary to determine root causes.
• Monitor and manage the resolution lifecycle of support requests, maintaining accurate records and status updates
• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their technical needs.
• Deliver technical training and guidance to both customers and internal teams to enhance product understanding and usage
• Participate in product and software testing to identify potential issues and contribute to quality assurance efforts.
• Create, maintain, and share technical knowledge through documentation, best practices, and collaborative learning initiatives.

YOU MUST HAVE:

• Fluency in both Spanish and English, with the ability to communicate technical information clearly and effectively in both languages.
• Previous experience in a call centre or technical support environment, preferably in a customer-facing role
• Excellent interpersonal and communication skills, with a customer-first mindset.
• High attention to detail and strong documentation skills.

WE VALUE:

• Prior experience in a technical support or customer service role within the industry.
• Interpersonal skills and the ability to communicate clearly and professionally, both verbally and in writing.
• A strong continuous improvement mindset with the ability to influence and lead positive change.
• Hands-on experience with Salesforce.com, SharePoint, or similar CRM and collaboration platforms.
• Proven expertise in Knowledge Management and Call Center Operations, including best practices and performance optimization.
• Solid administrative and organizational skills, with attention to detail and accuracy.
• Multilingual abilities are a plus-especially proficiency in Italian, French, or other European languages.

WHAT IS IN FOR YOU:

• Annual holiday entitlement: 26 days.
• Meal tickets for each working day worked (30 Ron/voucher).
• Medical coverage to support your health and well-being.
• Other benefits in a total value of 250 RON/month, according to company internal regulations.

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About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice. If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.