Spanish Technical Support Associate

Jobtailor; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Jobtailor in Mumbai seeks a seasoned L2/L3 customer support specialist for its proprietary applications, handling campaign setup, system emails, reporting, and data management. You will keep internal and external stakeholders updated on tickets, projects, issues, and changes, and ensure quality across customer requests.

The role requires 3–4 years in a customer-facing environment, fluency in Spanish and excellent English, plus familiarity with HTML/CSS, LMS, and advanced Excel/CSV handling.

Qualifications

• Bachelor’s degree required.
• 3-4 years in L2/L3 customer-facing role in an application support environment.
• Proficient in Spanish language (Written and spoken).
• Excellent English communication skills.
• Extensive experience supporting enterprise customers in US/Europe.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems.
• Advanced Excel and CSV file handling.
• Ability to review a Partner request with analytical skills.
• Professional with frustrated stakeholders; can multitask and manage expectations.
• Attention to detail is essential.

Responsibilities

• 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.

Skills

Spanish language

English communication

Customer support

HTML & CSS familiarity

LMS familiarity

Excel / CSV handling

Multitasking

Attention to detail

Analytical skills

Education

Bachelor’s Degree

Tools

HTML

CSS

Microsoft Excel

CSV handling

LMS

Job description

Responsibilities

• 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.

Requirements

• 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