Bilingual SaaS Customer Support Specialist (Hybrid)

Lectra; Atlanta (GA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Lectra is seeking a Customer Support Specialist for Kubix Link to support and resolve issues for customers using Lectra's Kubix Link solution. The role emphasizes troubleshooting, ticket management, and knowledge sharing to enhance the customer experience.

The ideal candidate has a solid foundation in software-related fields, at least 3 years in customer support, and fluent English with Spanish. The position is hybrid with occasional travel to Lectra offices.

Qualifications

• Bachelor or Master’s degree in software engineering, computer science, digital technologies, electronics, Information Systems or related area will be required.
• 3 years or above working experience in customer support will be a minimum.

Responsibilities

• Receive and address incoming support requests, troubleshoot and resolve application issues and monitor performance.
• Maintain accurate ticket records with incident details and resolutions.
• Provide guidance on application usage and best practices to end-users.
• Document recurring problems and solutions to enrich the knowledge base.
• Communicate effectively and courteously with clients for a positive support experience.
• Manage multiple tickets and prioritize tasks for timely resolution.
• Collaborate with higher-level support teams and developers to resolve escalated issues.
• Organize and oversee handover meetings with the project team before go-live.
• Identify and escalate cross-sell and upsell opportunities.
• Perform technology watch.

Skills

Business knowledge

Team collaboration

Customer relationship building

Problem solving

Communication skills

Active listening

Presentation skills

English

Spanish

Education

Bachelor’s or Master’s degree in software engineering, computer science, digital technologies, electronics, information systems or related area

Tools

JavaScript

CSS

HTML5

Job description

Lectra is seeking a Customer Support Specialist for Kubix Link to support and resolve issues for customers using Lectra's Kubix Link solution. The role emphasizes troubleshooting, ticket management, and knowledge sharing to enhance the customer experience.

The ideal candidate has a solid foundation in software-related fields, at least 3 years in customer support, and fluent English with Spanish. The position is hybrid with occasional travel to Lectra offices.