Customer Support Agent (Spanish Speaking) (Bench Team)

Location: Hybrid role based in Bellevue, Washington, generally requiring two days per week in the Bellevue office.

Salary: $23.00–$25.50 USD per hour for candidates based in Washington State.

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, delivering strategy and execution across AI, cloud, data, product development, and emerging technology.

What you will do

• Provide fast, accurate, and personalized customer support through research, investigation, troubleshooting, and resolution.
• Manage support tickets within service-level agreements, client standards, and productivity expectations, prioritizing first-contact resolution.
• Use troubleshooting procedures, knowledge bases, desktop tools, and multiple communication channels to diagnose and resolve customer issues.
• Handle escalated inquiries, account-related concerns, complaints, and requests from Tier 2 agents within the approved scope.
• Collaborate with internal teams, report recurring issues and trends, update knowledge-base articles, and share knowledge.
• Support onboarding, additional ticket queues, customer-experience initiatives, and assigned projects.

Requirements

• At least one year of customer-service experience or equivalent relevant experience.
• Associate degree or an equivalent combination of education and relevant experience.
• Written fluency in English and Spanish.
• Strong written communication, interpersonal, organizational, customer-service, attention-to-detail, and time-management skills.
• Experience using computers across multiple systems and support tools, with proficiency in Microsoft Office or related productivity software.
• Ability to perform initial troubleshooting of common computer and network issues.
• Ability to remain composed and professional in stressful or complex customer situations.
• Ability to meet deadlines, client productivity standards, service expectations, and changing operational requirements.
• Strong critical-thinking, research, and problem-solving skills; ability to work independently, use sound judgment, apply feedback, and seek guidance when appropriate.

Nice to have

• Bachelor’s degree.
• Knowledge of or interest in online gaming.
• Experience with account-related support tickets and independently or collaboratively troubleshooting account-related issues.
• Experience with ticketing systems or customer-support platforms.

Culture & Benefits

• Scheduled weekend and holiday coverage may be required based on business and customer-support needs.
• Work schedules may change according to operational requirements, and time-off availability may be limited during peak business periods.
• Eligible employees may receive medical, dental, and vision coverage, an FSA, a 401(k) plan, paid time off, and parental leave.
• Professional growth and development opportunities are available.
• Benefits and eligibility vary by role, employment status, and location.