Support Specialist English And Spanish Speaking

About the role

We are looking for a bilingual Support Specialist who will provide prompt, effective assistance to customers using our SaaS platform for the food & beverage and retail sectors. The role requires strong technical aptitude, empathy, and the ability to communicate fluently in both English and Spanish.

Key responsibilities

• Deliver timely support to customers, diagnosing and resolving technical issues.
• Guide users through troubleshooting steps and train them on platform features.
• Maintain deep knowledge of the SaaS product, including updates and new functionalities.
• Collect and report customer feedback to improve the product and support processes.
• Escalate complex cases to higher‑level support or development teams when necessary.
• Follow up with customers to ensure full resolution and satisfaction.
• Collaborate with Customer Success, Product Development, and Sales teams to ensure a seamless experience.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 1‑3 years of experience in a technical support or customer service role, preferably in a SaaS or cloud environment.
• Strong analytical, detail‑oriented, and problem‑solving abilities.
• Excellent written and verbal communication skills in English and Spanish.

Required skills

• Operating systems
• Web services
• APIs
• Postman
• Kibana
• SaaS platforms
• Cloud applications