Bilingual Technical Support Analyst

5 hours, 40 minutes ago
Full-time
Junior
Technical Writing and Documentation
Gravity Payments

Gravity Payments

Gravity Payments provides comprehensive credit card processing services, including electronic check payment processing and e-commerce solutions, designed to support small and medium-sized businesses with transparent and customer-centric practices.

Diversified Financial Services
51-250
Founded 2004

Description

  • Provide phone and email support to troubleshoot technical issues for clients and merchants.
  • Serve as the technical interface between merchants, point of sale systems, credit card processors, and Gravity Payments products and services.
  • Support the installation, maintenance, and use of Gravity Payments products and services.
  • Prioritize, analyze, and resolve complex system-level software problems.
  • Manage customer escalations and work toward high customer satisfaction.
  • Collaborate with internal departments, external vendors, and senior team members to deliver proactive support and improve the customer experience.
  • Respond to customer inquiries professionally and promptly.
  • Update internal documentation related to technology, troubleshooting, and software changes.
  • Author and maintain support materials such as FAQs, technical tips, and functional specifications.

Requirements

  • Fluent in Spanish with the ability to read, write, and speak proficiently.
  • Professional fluency in both English and Spanish.
  • Ability to work outside normal business hours, including after-hours and weekends.
  • Bachelor’s degree and 1-3 years of related experience, or an equivalent combination of education and experience.
  • Experience in a high-volume customer service environment.
  • Technical troubleshooting experience with networking, Windows products, and iOS systems.
  • Working knowledge of Salesforce or similar CRM software.
  • Must have access to a wired internet connection.
  • Must have a connection speed of at least 25 Mbps download and 20 Mbps upload.
  • Must be able to use a Windows-based PC.

Benefits

  • Competitive wage with profit sharing.
  • Base pay without commissions and the opportunity to earn a share in company success.
  • Medical, dental, and vision coverage.
  • 401(k) retirement plan and voluntary life insurance.
  • Time off when needed, with open PTO available after one year.
  • Training, mentorship, and development opportunities.
  • Short-term and long-term disability coverage.
  • Wellness resources.

Interested in this position?

Apply directly on the company website

Apply Now

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