Spanish Bilingual Technical Customer Support Agent (Manufacturing)

TL;DR

Technical Customer Support Agent (Manufacturing): Providing remote technical troubleshooting for commercial machinery equipment with an accent on live customer guidance and mechanical diagnostics. Focus on diagnosing real-world equipment issues, guiding customers through calibrations, and documenting resolutions in Zendesk.

Location: Remote (Must align with Florida, EDT (US) timezone)

Company

hirify.global is a partner for small and medium businesses, providing top-of-the-line commercial equipment and unparalleled technical support.

What you will do

• Provide remote technical support via Zendesk, phone, email, and video calls.
• Guide customers step-by-step through machine adjustments, calibrations, and part replacements.
• Analyze customer-submitted photos, videos, and descriptions to identify root causes of equipment issues.
• Accurately document troubleshooting steps and resolutions in the Zendesk help desk system.
• Escalate complex cases with clear technical context to appropriate internal teams.
• Track ticket status and resolution timelines to ensure service expectations are met.

Requirements

• Full professional fluency in English and Spanish (spoken and written).
• Prior experience in technical support, help desk, mechanical support, or equipment troubleshooting.
• Availability to work Monday to Friday, 12 PM to 9 PM EDT.
• Ability to work independently in a remote offshore environment.
• Reliable internet connection and a dedicated workspace.

Nice to have

• Experience working with Zendesk ticketing systems.

Culture & Benefits

• Permanent work-from-home arrangement.
• Immediate hiring process.
• Health insurance coverage for eligible locations.
• Performance-based incentives.