Spanish Bilingual Technical Support Associate

Lrn Technology Content Solutions; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

LRN is seeking a Technical Support Associate for Spanish & English on a 6-month contract in Mumbai. You will support internal and external customers across our proprietary applications, handling campaigns, emails, reports, data management, and light configurations.

The role requires fluency in Spanish and strong English communication, plus experience in enterprise client support, HTML/CSS familiarity, and Excel.

Qualifications

• Bachelor's degree required.
• 3-4 years of L2/L3 level customer-facing experience in an application support environment.
• Proficient in Spanish (written and spoken) - Mandatory.
• Excellent English communication skills (written and spoken).
• Experience supporting enterprise customers in US/Europe is a plus.
• Familiarity with HTML/CSS is desirable.
• Proficiency with Microsoft Excel and CSV handling.

Responsibilities

• Provide support to internal and external customers on LRN's proprietary applications (campaign setup, system emails, reporting, user data management, and customization).
• Update stakeholders on status of tickets, requests, projects, issues, and changes using defined systems and processes.
• Maintain and update tracking/reporting systems to ensure group statistics are measurable.
• Manage customer expectations and escalate issues related to capabilities when needed.
• Serve as an internal advocate for field personnel and customers; prioritize requests based on impact.
• Prepare and present product information to assist customers in using LRN's systems.

Skills

Spanish language

English communication

Communication skills

HTML & CSS familiarity

Learning Management Systems

Excel / CSV handling

Customer support experience

Education

Bachelor's Degree

Job description

Position: Technical Support Associate - Spanish & English (Contract)

Location: Mumbai, India

Duration: 6 months

About the role:

LRN's Managed Services team is a revenue generating team. We perform activities on customers' behalf on LRN's proprietary applications. We also work with customers' program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes.

Requirements

What you'll do:

• Provide support to internal and external customers on all aspects of LRN's proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
• Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer.
• Escalate issues related to capabilities where appropriate.
• Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
• Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
• Maintain quality levels for all work related to customers' requests.
• Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working.
• Collaborate with peers to discuss unique solutions and to document them.
• Perform other duties as assigned.

What we're looking for:

• Bachelor's Degree
• 3-4 years of L2/L3 level experience in a customer facing role in an application support environment.
• Proficient in Spanish language (Written and spoken)- Mandatory
• Excellent communication skills in English. This position requires above par skills to write and speak in English.
• Extensive experience in supporting enterprise customers based in US and Europe.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems
• Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
• Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
• This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.
• An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.
• Ability to consistently spot and report issues before they reach a point of becoming critical.
• A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
• Must have an inherent attention to detail