Bilingual Technical Support Specialist — SaaS Customer Care

Change.org, PBC; Minneapolis (MN); On-site; USD 33,062 - 38,572; Full time

Benefits offered by this job

Shift premium

Health plans

Paid time off

401K with company match

Job summary

HHAeXchange seeks a bilingual Technical Customer Care Representative for our Minneapolis, MN office. You will deliver technical assistance via phone, email, and chat, diagnose issues, and guide customers with clear, actionable steps to maximize platform use.

Ideal candidates have 2+ years of technical SaaS support, strong communication skills, and a customer-centric mindset; English fluency is required, Spanish a plus. On-site roles in Minneapolis, with potential weekend shifts.

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.
• Ability to explain complex concepts clearly, both verbally and in writing.
• Strong problem-solving, ownership, and customer-centric mindset.
• Collaborative team player with the ability to stay calm in tough situations.

Responsibilities

• Provide technical assistance to customers via phone, email, and chat in a courteous, professional manner.
• Ask discovery questions to understand challenges and determine the best resolution path.
• Clearly articulate resolution steps to maximize usage and provide self-service education.
• Escalate tickets to supervisors or engineers when needed.
• Document all customer interactions in Salesforce Service Cloud.
• Maintain knowledge of product offerings and industry practices.
• Maintain punctuality and reliable attendance.
• Remain familiar with all product offerings and customer personas.

Skills

Technical support

SaaS experience

English fluency

Spanish helpful

Customer-centric

Problem solving

Clear communication

Team collaboration

Ownership mindset

Tools

Salesforce Service Cloud

Job description

HHAeXchange seeks a bilingual Technical Customer Care Representative for our Minneapolis, MN office. You will deliver technical assistance via phone, email, and chat, diagnose issues, and guide customers with clear, actionable steps to maximize platform use.

Ideal candidates have 2+ years of technical SaaS support, strong communication skills, and a customer-centric mindset; English fluency is required, Spanish a plus. On-site roles in Minneapolis, with potential weekend shifts.