Note: The job is a remote job and is open to candidates in USA. Gravity Payments is a company focused on providing excellent support and developing careers in the financial tech field. The Bilingual Technical Support Analyst will troubleshoot technical issues for clients, support the sales team, and manage customer escalations to ensure high satisfaction levels.
Responsibilities
- Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary
- Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors
- Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criteria for obtaining results
- Effectively manage customer escalations associated with complex problems. End results should be a high level of customer satisfaction
- Respond to customer inquiries with a high degree of professionalism
- Responsible for updating internal documentation regarding technology, troubleshooting, or software updates when needed
- Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience
- Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc
Skills
- Professional fluency in both English and Spanish
- Understanding of all Gravity Payments products in their competencies and in-depth knowledge of several products and/or platforms
- Highly experienced in multiple platforms and able to complete assigned duties with minimal direction from management
- Ability to act independently while researching and developing solutions to customer issues
- Ability to make decisions of matters of significance in accordance with business operations
- Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary
- Provide professional, courteous and prompt technical support for assigned complex system level software products
- Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criteria for obtaining results
- Effectively manage customer escalations associated with complex problems
- Respond to customer inquiries with a high degree of professionalism
- Responsible for updating internal documentation regarding technology, troubleshooting, or software updates when needed
- Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience
- Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ's, Technical Tips, technical/functional specifications, etc
- Must have access to a wired internet connection
- Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection
- Must be able to use a Windows Based PC
- Fluent in Spanish, with the ability to read, write, and speak proficiently to effectively communicate and engage with Spanish-speaking merchants
- Flexibility to work outside of normal business hours, including after-hours and weekends to best serve our clients
- Applicable Bachelor's degree and 1-3 years related experience, or equivalent combination of education and experience
- Experience in a high-volume customer service environment providing world-class service
- Proven technical skills used to troubleshoot networking, Windows products, and iOS systems
- Working knowledge of Salesforce or similar CRM software
- Excellent interpersonal skills: able to forge strong working relationships with internal and external customers
- Professional, enthusiastic presence with the ability to effectively work independently and as part of a team
- Strong multi-tasking and prioritization skills, focusing on accuracy and on-time delivery
- Strong verbal and written communication skills. Strong analytical skills (system analysis, troubleshooting, etc.)
- Strong focus on learning, with the ability to share knowledge and quickly learn and adapt to change
Benefits
- Profit Sharing
- Medical, dental, and vision coverage
- 401(k) retirement plan and voluntary life insurance
- Time off when you need it, supporting both personal and professional sustainability. Open PTO available after one year
- Training, mentorship, and development opportunities
- Short-term & long-term disability coverage and wellness resources
Company Overview