Bilingual Technical Support Specialist I (EN/ES) - Onsite

Payroc; San Juan (PR); On-site; USD 32,000 - 52,000; Full time

Job summary

Payroc is seeking a Specialist I, Technical Support in our Customer Success Department to serve as the primary contact for merchants needing technical and financial assistance in San Juan, Puerto Rico. This on-site role requires strong English/Spanish communication, problem-solving, and a customer-first mindset to ensure secure and reliable merchant processing.

You will handle inbound inquiries, assist with account setup, perform entry-level troubleshooting, and collaborate with internal teams

Qualifications

• Associate degree or equivalent experience in Computerized Information Systems, Computer Science, or a Technical Support environment.
• Some relevant experience in computer technical support (onsite technician experience is a plus).
• Background in customer service and/or a call center environment.
• Bilingual proficiency in English and Spanish (both written and verbal communication skills required).
• Strong organizational and time management skills.
• Effective problem-solving and analytical thinking abilities.
• Self-motivated, detail-oriented, and team player with strong interpersonal skills.
• Adaptability, flexibility, and resourcefulness to handle shifting demands.
• Outgoing personality with the ability to work with diverse individuals and businesses.

Responsibilities

• Answer inbound calls from the IVR system and assist merchants with their inquiries.
• Provide support to new and existing customers experiencing processing issues.
• Troubleshoot (entry-level) technical issues remotely and onsite as needed.
• Ensure a smooth and efficient resolution process while maintaining a customer-focused approach.
• Assist merchants with account setup, financial inquiries, and bank account reconciliations.
• Guide customers in understanding and using the platform effectively.
• Maintain accurate records of merchant interactions and follow up on outstanding issues.
• Organize and prioritize multiple work assignments while maintaining accuracy.

Skills

Bilingual English and Spanish

Customer service

Time management

Problem-solving

Team player

Adaptability

Onsite experience

Detail-oriented

Self-motivated

Education

Associate degree in Computerized Information Systems / Computer Science / Technical Support

Job description

Payroc is seeking a Specialist I, Technical Support in our Customer Success Department to serve as the primary contact for merchants needing technical and financial assistance in San Juan, Puerto Rico. This on-site role requires strong English/Spanish communication, problem-solving, and a customer-first mindset to ensure secure and reliable merchant processing.

You will handle inbound inquiries, assist with account setup, perform entry-level troubleshooting, and collaborate with internal teams