Bilingual IT Support Specialist - Freelance, Remote

Bilingual IT Support Specialist - Freelance, Remote

Department: Support & Leadership

Employment Type: Full Time

Location: LatAm - Mexico

Reporting To: Client via Magic

Compensation: $7.00 / hour

Description

About the Client
A leading West Coast-based payment processing company specializing in POS solutions for the restaurant industry. They provide comprehensive merchant services, including Clover POS systems, payment gateways, and online ordering platforms. Their commitment to excellent customer service drives their mission to help restaurants streamline their operations through innovative payment solutions.
Why does this role exist?
This position is essential for providing dedicated technical support to our diverse merchant base and sales agents who rely on our POS systems and payment solutions. The role bridges the language gap between English and Spanish-speaking clients while ensuring smooth operations of their critical payment systems. We're seeking a technical professional who can deliver exceptional customer service while troubleshooting complex POS-related issues.

The Impact you’ll make

• Diagnose and resolve POS system issues
• Provide real-time support for payment gateway challenges
• Guide users through system configurations
• Implement technical solutions for online ordering platforms

• Deliver exceptional bilingual customer support
• Build strong relationships with merchants and sales agents
• Ensure minimal system downtime for clients
• Document support interactions and solutions

• Assist with POS setup and configuration
• Monitor system performance
• Implement updates and maintenance procedures
• Maintain technical documentation

Skills, Knowledge and Expertise

• Proven experience with POS systems and payment processing technology
• Experience with Clover POS systems is a plus
• Fluent in both Spanish and English (written and verbal)
• Technical support or customer service experience
• Strong problem-solving and troubleshooting skills
• Ability to work US Pacific Time Zone hours
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

• POS system expertise
• Clover POS experience (preferred)
• Payment gateway knowledge
• Online ordering platforms expertise
• Technical troubleshooting
• Documentation skills

• You thrive in fast-paced technical support environments
• You're passionate about helping businesses succeed
• You enjoy solving complex technical problems
• You're committed to delivering exceptional customer service
• You can maintain composure under pressure
• You're detail-oriented and organized

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

• Monday to Friday, 9 AM to 6 PM PST (Pacific Standard Time)
• Occasional weekend availability for urgent matters
• 40 hours per week

• $7 per hour
• No benefits package included