Support Specialist English and Spanish Speaking

About the role

Global Payments is seeking a bilingual Support Specialist to assist customers in English and Spanish with our SaaS payment and loyalty platform. The role involves diagnosing technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.

Key responsibilities

• Provide prompt, effective support to customers via email, chat, or phone.
• Diagnose and resolve technical problems, walking customers through troubleshooting steps.
• Maintain deep knowledge of the SaaS platform, including new features and updates.
• Train and guide customers on optimal product usage.
• Collect and report feedback to improve the product and support processes.
• Escalate complex issues to higher‑level support or development teams.
• Follow up with customers to confirm issue resolution and satisfaction.
• Contribute to the creation and improvement of support documentation.

Required profile

• Strong analytical and problem‑solving abilities.
• Excellent communication skills in both English and Spanish.
• Empathetic, customer‑focused attitude.
• Ability to work collaboratively with Customer Success, Product Development, and Sales teams.

Required skills

• No specific technical tools mentioned; general SaaS troubleshooting experience preferred.

What we offer

• Dynamic, fast‑growing environment in the fintech and SaaS sector.
• Opportunities for professional development and cross‑functional collaboration.