Spanish Bilingual Tier 1 Support Agent (Fintech)

TL;DR

Spanish Bilingual Tier 1 Support Agent (Fintech): Managing and resolving Tier 1 customer enquiries, primarily for Spanish customers, within a regulated financial services environment with an accent on compliance, accurate information dissemination, and professional communication. Focus on handling payment questions, account status, legal documentation, and escalating complex cases efficiently.

Location: Onsite in Sydney, Australia

Company

hirify.global specializes in providing support and services, focusing on customer interaction within regulated environments.

What you will do

• Manage and resolve Tier 1 customer enquiries via Zendesk, focusing on Spanish customers and partners.
• Act as the first point of contact for customers, counterparties, and legal representatives, ensuring professional and accurate responses.
• Respond in Spanish and English to resolve common requests like payment questions, account status, and documentation.
• Ensure responses meet required turnaround times, compliance requirements, and quality standards.
• Identify when a case requires deeper investigation and escalate appropriately to Tier 2 with clear and complete notes.
• Maintain accurate case notes and logs in Zendesk, applying correct tags, macros, categories, and workflow steps.

Requirements

• Excellent written and verbal communication skills in both English and Spanish.
• 2+ years in customer service, ideally within financial services or a regulated environment.
• Experience using Zendesk (or similar ticketing system) to manage enquiry queues.
• Experience reviewing and interpreting legal documentation.
• High attention to detail and comfort working with formal documentation.
• Ability to follow multi-step internal workflows accurately and consistently.

Culture & Benefits

• Work a full-time schedule, Monday to Friday, 10 AM to 6 PM Sydney time.
• Collaborate closely with an Australia-based team.
• Report directly to the Head of Customer Support.
• Contribute to help-centre articles and internal documentation.
• Support training and knowledge transfer across the support team.