[Remote] Customer Support Representative (Bilingual, Spanish) Pacific Timezone

Note: The job is a remote job and is open to candidates in USA. AssetWatch is a company dedicated to providing unparalleled condition monitoring experiences for global manufacturers. They are seeking a Bilingual Customer Support Representative to manage support requests and communicate effectively with a diverse customer base, primarily in Mexico, while collaborating with stakeholders to ensure timely resolutions.

Responsibilities

• Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels
• Provide support to customers in both English and Spanish across written and verbal communication channels
• Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication
• Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions
• Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams
• Proactively contact customers to resolve issues before they escalate
• Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication
• Identify opportunities to proactively address potential challenges or recurring issues
• Meet or exceed case management and response time expectations
• Utilize multiple software tools to diagnose issues and implement appropriate solutions
• Promote customer loyalty through recognition and engagement initiatives
• Perform other responsibilities as directed by the AssetWatch Support Manager

Skills

• 2+ years of experience in technical support or a related field
• 2+ years of customer service experience (in-person or virtual)
• Professional fluency in both English and Spanish (written and verbal), with the ability to support customers in both languages as a core job function
• Experience working in high-volume support environments and ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide support
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment

Benefits

• Competitive compensation package including stock options
• Flexible work schedule
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO

Company Overview