Bilingual Technical Support Representative (English/Spanish)

Location: Remote in the United States, Pennsylvania; Monday–Friday, 12:30 PM–9:00 PM EST

Company

Develops assistive communication solutions that help people with disabilities express themselves, connect with the world, and live more independently.

What you will do

• Serve as the first point of contact for customers requesting technical support, product guidance, and troubleshooting assistance.
• Diagnose technical issues, identify potential root causes, and guide customers toward clear and effective solutions.
• Provide patient, easy-to-understand support in English and Spanish through phone, email, and chat.
• Document customer interactions, troubleshooting steps, resolutions, and customer information accurately in the CRM.
• Coordinate product repairs and follow-up support, escalating complex issues to the Technical Support Escalation team.
• Collaborate with internal teams and participate in projects that improve the customer support experience.

Requirements

• High school diploma or equivalent.
• Fluency in written and verbal English and Spanish.
• Strong customer service, interpersonal, verbal, and written communication skills.
• Ability to explain technical information clearly, troubleshoot problems, remain patient in challenging situations, and manage multiple customer interactions.
• Comfort navigating Windows-based systems, Microsoft Office applications, databases, software applications, and new technology.
• Strong attention to detail, accurate documentation, keyboarding, and computer navigation skills.

Nice to have

• Experience in technical support, help desk, IT support, customer service, or a call center.
• Experience troubleshooting hardware, software, computers, mobile devices, or other technology.
• Experience supporting customers through phone, email, and chat.
• Associate degree in Information Technology, Computer Science, or a related field.
• Experience with databases, spreadsheets, relational database systems, Windows operating systems, or iPadOS.

Culture & Benefits

• Work in a mission-driven environment focused on assistive communication and improving customers’ lives.
• Collaborative workplace that welcomes individuality and diverse perspectives.
• Primarily desk-based work in a fast-paced customer support environment.
• Regular interaction with customers through phone, email, and chat.