Technical Customer Support Agent (Spanish Bilingual)

About the Role

Technical Customer Support Agents are the first line of support for Canary customers. This role handles everyday product questions and standard technical issues with speed, accuracy, warmth, and strong follow-through. L1 Agents build strong product foundations, follow documented workflows, communicate clearly, and create a low-effort support experience for hotel teams operating in time-sensitive environments.

This role requires native or bilingual proficiency in Spanish. Must also be able to work standard business hours (9am-6pm) in either a mainland US time zone (PT, MT, CT, ET) or European time zone (Central European Time).

What You’ll Do

• Product & Technical Expertise: Answer standard product questions using Canary documentation, account context, internal tools, and approved workflows.
• Problem Solving & Troubleshooting: Troubleshoot common technical issues with curiosity and evidence before escalating.
• Communication: Respond to customers with clear, warm, and actionable communication that reduces unnecessary back-and-forth.
• Operational Execution: Maintain strong ticket hygiene, internal notes, queue awareness, SLA awareness, and follow-through.
• Continuous Improvement: Apply coaching and feedback to improve product knowledge, troubleshooting, communication, and execution; use approved AI tools responsibly to work faster and improve quality while checking output before using it.
• Uphold team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work everyday.

What We’re Looking For

• Professional working proficiency in English and Spanish, including the ability to communicate technical/product concepts clearly in both languages.
• Experience supporting customers by phone, in addition to email and chat.
• Experience in customer service, technical support, hospitality, SaaS, or another customer-facing role.
• Clear written and verbal communication skills with the ability to explain steps simply to non-technical users.
• Curiosity and willingness to investigate before escalating.
• Strong follow-through, attention to detail, and ability to manage multiple tickets or tasks accurately.
• Coachable, collaborative, adaptable, and open to feedback.
• Flexibility to shift schedule from a US time zone to European time zone (or vice versa) if coverage needs shift is a strong plus.
• Experience with Zendesk, SaaS tools, hospitality technology, or property management systems (preferred).
• Familiarity with AI tools and ability to use them responsibly while maintaining quality (preferred).