Spanish Bilingual Technical Support Agents

UnifyCX is looking for an extraordinary Spanish Bilingual Technical Support Representative to join our motivated and ambitious team.

What Will You Do?

We are looking for proactive and results-oriented Spanish Bilingual Technical Support Representatives to join our team. In this vital role, you will assist Spanish and English-speaking customers with technical concerns by diagnosing issues, providing step-by-step troubleshooting, and ensuring a high-quality customer experience. Your ability to communicate effectively in both Spanish and English will play a crucial part in resolving technical issues efficiently and maintaining customer satisfaction.

• Assist Spanish- and English-speaking customers with technical concerns, product issues, and service-related inquiries.
• Diagnose and troubleshoot technical issues by identifying the root cause and providing appropriate solutions.
• Provide clear, step-by-step instructions to customers to resolve technical problems and properly use products or services.
• Handle escalated technical concerns in both Spanish and English while providing timely and effective resolutions.
• Educate customers on product features, system functionality, and basic troubleshooting procedures.
• Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the appropriate systems.
• Navigate multiple technology platforms and systems while assisting customers and maintaining smooth communication in both Spanish and English.
• Collaborate with internal teams and technical support resources to resolve complex or unresolved issues.
• Meet or exceed customer satisfaction, quality assurance, productivity, and technical support performance standards.
• Follow established troubleshooting procedures, security protocols, and escalation processes.
• Maintain accurate customer records and update account or service information as needed.
• Adapt to new products, technologies, systems, and processes in a constantly changing environment.

Who You Are:

To be considered, candidates are expected to have the following:

Required Qualifications

• Average English and fluent Spanish skills with proper written and oral grammar in both languages.
• 1 year of experience in a Call Center or Technical Support setting.
• High school diploma or equivalent.
• Open to candidates with no technical support experience, career shifters, and career adjusters.
• Strong interpersonal and communication skills, with the ability to explain technical information clearly and effectively.
• Strong problem-solving and troubleshooting skills.
• A customer-first mindset with the ability to remain patient and professional when handling technical concerns.
• Basic knowledge of computers, internet connectivity, applications, and common technical troubleshooting procedures.
• Proficiency in CRM tools and basic computer applications, including Microsoft Office.
• Ability to navigate and manage multiple systems and applications simultaneously.
• Ability to meet technical support and performance goals in a metrics-driven environment.
• Ability to adapt to customer needs and troubleshoot issues in real time.
• Ability to thrive and remain positive in a constantly changing environment.

Preferred Qualifications

• 2 years of experience in a Call Center or Technical Support setting is preferred.
• Secondary or bachelor's degree in Information Technology, Computer Science, Communications, Business, or a related field.
• Previous technical support, help desk, troubleshooting, or back-office experience is preferred, though not required.
• Familiarity with troubleshooting internet connectivity, devices, applications, billing systems, or other technical services.
• Knowledge of basic networking concepts and common technical troubleshooting techniques.
• Experience handling inbound technical support calls and resolving customer concerns.
• Ability to explain technical concepts and instructions to customers in a simple and easy-to-understand manner.
• Ability to work onsite and adapt to a rotating or flexible shift schedule.
• Ability to manage multiple tasks, prioritize, and maintain organization.
• Responsible for real-time data review, with a strong focus on attention to detail and accuracy.

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.