[Remote] Bilingual Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. CompanyCam is a photo documentation and productivity app designed for contractors in various industries. They are seeking a Bilingual Customer Support Specialist who will provide technical support in both English and Spanish, create help documentation, and collaborate with cross-functional teams to ensure a seamless experience for Spanish-speaking users.

Responsibilities

• Provide technical support to external users via email, chat, phone, and Zoom, resolving complex issues related to CompanyCam's app and integrations
• Be the go-to for Spanish-speaking users, serving as the primary support contact and ensuring they receive the same quality experience as all CompanyCam customers
• Create and maintain Help Docs, including translating new articles and updating existing content as features and integrations evolve
• Support cross-functional teams by translating in-app content, marketing materials, and business terminology for Product, Engineering, Marketing, and Brand teams
• Manage and maintain video content in Spanish, collaborating with other departments to record, update, and keep resources current
• Troubleshoot and document issues, logging bug reports and feature requests in Jira and using tools like BugSnag and Datadog to dig into errors with Engineering
• Assist Sales and Customer Success with Spanish-speaking user outreach, account conversion, retention, and collections as needed
• Share knowledge across the team, helping train new hires, contributing to internal knowledge bases in Notion and Guru, and participating in hiring rounds

Skills

• 1-2 years of experience in a customer-facing support role; experience in a technical, SaaS, or technology environment is a plus
• Full fluency in both English and Spanish, including speaking, writing, reading, and translation with a focus on SaaS and business terminology
• Experience with help desk platforms such as Help Scout, Intercom, or Zendesk, is a plus
• Strong troubleshooting skills and a methodical approach to diagnosing and solving technical problems, is a plus
• Clear written and verbal communication skills with a customer-first mindset
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
• Experience writing technical help articles or translating business and marketing content into Spanish, preferred
• Familiarity with tools like Jira, Notion, Guru, BugSnag, or Datadog, a plus

Benefits

• Meaningful equity
• Other benefits

Company Overview