As a Bilingual Tech Support Agent, you will play a crucial role in providing technical assistance and support to customers in a bilingual environment. Your responsibilities will include troubleshooting technical issues, providing guidance on product usage, and ensuring customer satisfaction through effective communication in both languages. You will be expected to utilize your technical expertise and language skills to resolve customer inquiries promptly and efficiently.

Key Responsibilities:

Technical Assistance: Provide timely and accurate technical support to customers via phone, email, chat, or other communication channels in both languages (e.g., English/Spanish, English/French, etc.).

Troubleshooting: Diagnose and resolve technical issues related to hardware, software, applications, and network connectivity.

Product Guidance: Assist customers in understanding product features, functionalities, and usage instructions to maximize their experience.

Documentation: Document customer interactions, technical issues, and solutions accurately in the support ticketing system for future reference and knowledge sharing.

Customer Education: Educate customers on best practices, troubleshooting techniques, and preventive measures to minimize recurring issues.

Escalation Management: Escalate complex technical issues to higher-level support teams or developers as needed while maintaining ownership of the customer's case until resolution.

Quality Assurance: Ensure service quality and adherence to company standards by following predefined processes, protocols, and service level agreements (SLAs).

Feedback and Improvement: Provide constructive feedback on product usability, customer pain points, and process improvements to enhance the overall customer experience.

Cross-functional Collaboration: Collaborate with other departments such as product development, quality assurance, and sales to communicate customer feedback and contribute to product improvement initiatives.

Continuous Learning: Stay updated with the latest technological advancements, product updates, and industry trends to enhance technical knowledge and troubleshooting skills.

Qualifications:

Fluency in English and another language (e.g., Spanish, French, Mandarin, etc.) both written and verbal.

Proven experience in technical support or customer service role, preferably in a bilingual environment.

Strong problem-solving skills with the ability to analyze and resolve complex technical issues effectively.

Excellent communication and interpersonal skills with a customer-centric approach.

Proficiency in using support tools, ticketing systems, and remote desktop applications.

Ability to multitask, prioritize workload, and work under pressure in a fast-paced environment.

Flexibility to work non-standard hours or weekends as per business requirements.

Technical certifications or relevant degree in computer science, IT, or a related field is a plus.

Rent Butter is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This is a remote position.