Bilingual SaaS Tech Support Specialist

Change.org, PBC; Town of Florida (NY); On-site; USD 3,306,000 - 3,940,000; Full time

Job summary

HHAeXchange is seeking a Technical Customer Care Representative to support home care clients across multiple channels from its Miami, FL location. The role focuses on diagnosing both technical and user issues, providing clear guidance, and driving self-service adoption.

Ideal candidates have 2+ years in SaaS tech support, strong communication skills, and experience in B2B settings. Spanish language skills are a plus; weekend shifts may be required.

Qualifications

• 2+ years of technical customer support experience in a SaaS environment.
• Must be fluent speaking and communicating in English; bilingual in Spanish a plus.
• Experience supporting customers in a B2B environment preferred.
• Strong communication skills, both written and verbal, with ability to explain complex concepts clearly.

Responsibilities

• Provide technical assistance to customers via phone, email, and chat.
• Ask discovery questions to understand challenges and resolve issues.
• Clearly explain resolution paths to maximize platform usage and self-service.
• Escalate complex issues to supervisors and engineers as needed.
• Document all interactions in Salesforce Service Cloud.
• Maintain familiarity with product offerings and industry knowledge.

Skills

Technical support

SaaS experience

English fluency

Spanish bilingual

Customer mindset

Tools

Salesforce Service Cloud

Job description

HHAeXchange is seeking a Technical Customer Care Representative to support home care clients across multiple channels from its Miami, FL location. The role focuses on diagnosing both technical and user issues, providing clear guidance, and driving self-service adoption.

Ideal candidates have 2+ years in SaaS tech support, strong communication skills, and experience in B2B settings. Spanish language skills are a plus; weekend shifts may be required.