[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.ResponsibilitiesManage multiple incoming streams of support requests via software platforms, phone, email, and internal channelsProvide support to customers in both English and Spanish across written and verbal communication channelsSupport a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communicationCoordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutionsWork cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teamsProactively contact customers to resolve issues before they escalateBuild strong, trusting relationships with customers and internal stakeholders through timely and effective communicationIdentify opportunities to proactively address potential challenges or recurring issuesMeet or exceed case management and response time expectationsUtilize multiple software tools to diagnose issues and implement appropriate solutionsPromote customer loyalty through recognition and engagement initiativesPerform other responsibilities as directed by the AssetWatch Support ManagerSkills2+ years of experience in technical support or a related field2+ 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 functionExperience working in high-volume support environments and ticketing systemsExperience with CRM platforms (Salesforce strongly preferred)Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide supportStrong problem-solving skills and ability to manage multiple priorities in a fast-paced environmentBenefitsCompetitive compensation package including stock optionsFlexible work scheduleComprehensive benefits including retirement plan matchOpportunity to make a real impact every dayWork with a dynamic and growing teamUnlimited PTOCompany OverviewPredictive Maintenance Simplified. It was founded in 2014, and is headquartered in Westerville, Ohio, USA, with a workforce of 51-200 employees. Its website is https://www.assetwatch.com/.