Customer Support Agent (Spanish)

TL;DR

Customer Support Agent (Spanish): Delivering world-class customer service and managing support tickets for end-customers with an accent on fast, accurate, and personalized service and issue resolution. Focus on troubleshooting, coordinating with internal teams, and improving customer experience.

Location: Hybrid (Work from home and in-office located in Bellevue, WA)

Salary: $23.00–$25.50 USD/hour

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, focused on unlocking value from existing assets using cutting-edge technology.

What you will do

• Deliver world-class customer service by following established departmental policies, processes, and standards.
• Manage and respond to customer support tickets submitted by customers within established SLAs.
• Follow established troubleshooting procedures, utilizing appropriate resources and desktop tools to diagnose problems.
• Coordinate internally with other teams to provide feedback, identify trends, and resolve escalated issues.
• Monitor client-facing tools and stay updated with client updates and directives.
• Employ critical thinking skills to make sound judgment calls for the client and user.

Requirements

• One year or more of customer service experience or equivalent.
• Associate's degree or equivalent, or relevant experience (Bachelor’s degree preferred).
• Comfortable using computers and performing initial level troubleshooting of computer and network issues.
• Written fluency in English and Spanish language.
• Excellent verbal and written communication, interpersonal, organizational skills, and attention to detail.
• Strong problem-solving and time management skills with a proven ability to meet deadlines.
• Ability to maintain composure in stressful situations and function well in a high-paced environment.
• Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy in Bellevue, WA.
• Ability to work during weekends and holidays, including potential blackout dates when PTO is not approved.

Nice to have

• Some online game knowledge and experience.
• Knowledge of Accounts tickets and ability to troubleshoot them independently.

Culture & Benefits

• Opportunity to work with multiple clients and teams, gaining hands-on experience with technology.
• Focus on solving unique business problems and developing new solutions.
• Belief in unique perspectives and building teams with diverse skillsets and backgrounds.
• Support for learning, growing, and developing new solutions.
• Competitive pay that reflects the value of team members, influenced by skills, education, experience, and geographic market.
• Work in a traditional office environment setting for in-office days.