Job Title: Bilingual Technical Support Specialist - LATAM
Location: Remote (EST Time zone)

Work Schedule: Monday to Friday, 8:30 AM to 5:30 PM (Occasional weekend shift as needed)

M-F, 8:30 AM - 5:30 PM
Tues-Saturday, 8:30 AM - 5:30 PM
Sunday-Thursday, 8:30 AM - 5:30 PM

Job Description:

As a Bilingual Technical Support Specialist, you will be the frontline support for our Spanish-speaking clients, addressing their technical needs over the phone and through the internet. This role requires a blend of technical expertise and customer service skills to manage and resolve issues related to point of sale (POS) systems, networking, and hardware operations.

Key Responsibilities:

Technical Support and Troubleshooting: Address and resolve issues related to point of sale (POS) software, hardware, and network operations. This includes responding to support requests via phone and internet to ensure operational efficiency and client satisfaction.

Technical Communication and Diagnosis: Consult technical manuals and liaise with users to accurately diagnose issues. Recreate scenarios in controlled lab environments and perform thorough computer diagnostics to identify and solve technical problems.

Collaboration and Coordination: Work directly with hardware manufacturers and software development support teams to resolve complex issues, ensuring seamless operation and integration of systems.

Software Installation and Configuration: Install and configure software on users computers, ensuring compatibility and optimal performance for all retail systems.

Documentation and Reporting: Maintain meticulous records of all communication transactions, technical issues, and remedial actions taken. Utilize our ticketing system to document daily activities and maintain a reliable database of client interactions and technical solutions.

Educational Material Development: Author and update training materials and procedures as needed. Ensure that all documentation is clear, comprehensive, and accessible for end-users and internal staff.

Training and Support: Conduct training sessions for end users to educate them on the effective use of systems and software. Provide ongoing support to ensure understanding and proper use of technology.

Product and Service Evaluation: Regularly review and assess company products and services. Provide thoughtful recommendations for improvements based on technical performance and customer feedback.

Customer Interaction: Deliver excellent technical support and customer service, ensuring responsive and clear communication via phone calls and emails. Prioritize client needs and work diligently to enhance customer satisfaction and trust in our services.

Requirements:

• Proficient verbal and written communication skills in Spanish, with functional knowledge of English.
• Strong IT technical background, including networking, operating systems (Windows OS preferred), and application support.
  
• Experience in troubleshooting hardware issues (networking devices, registers, servers, PCs).
• Ability to handle multiple support calls and navigate complex situations to a resolution.
• Flexibility to work various shifts, including occasional weekends.

Nice-to-Haves:

• Prior experience in supermarket operations or similar retail settings
• Previous experience in a support center environment.
• Prior point of sale experience.
• Familiarity with retail industry practices and challenges.