Customer Support Agent for SaaS Platform (ES/EN)
Skills Required
Description
Customer support is the backbone of any SaaS product, and this role requires someone who can manage both English and Spanish inquiries with confidence. The agent will be expected to handle live chat and ticketing requests, guiding users through account setup, billing questions, and technical troubleshooting. Bilingual communication skills must feel natural in both languages so that customers don’t feel like they are receiving a translation, but rather a direct and professional response.
The position will involve resolving a wide variety of issues. Some tickets will be straightforward, such as password resets or navigation help, while others may require deeper investigation into bugs, failed processes, or third-party integrations. The support agent will also be responsible for escalating cases when needed, ensuring no customer is left waiting unnecessarily. Documentation of each case in the CRM system is critical for tracking patterns and improving the overall support process.
Empathy and patience are vital. Users may come in with frustrations or confusion, and the ability to de-escalate situations while maintaining professionalism is key. Beyond solving immediate problems, the agent should aim to deliver a positive experience that builds trust in the platform and encourages long-term usage.
Quick responses will be expected, especially in live chat.
Consistency in tone and reliability in follow-through are what will make this role successful...