L1 Technical Support Agent, Spanish, English

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Act as the primary support contact for Canary customers.

• Address standard product inquiries utilizing Canary documentation, account background, internal resources, and approved procedures.

• Investigate common technical issues with curiosity and evidence before escalating them.

• Communicate with customers in a clear, friendly, and actionable manner through phone, email, and chat.

• Ensure ticket cleanliness, maintain internal notes, be aware of the queue and SLA, and follow through on tasks.

• Implement coaching and feedback to enhance product understanding, troubleshooting skills, communication, and execution.

• Utilize approved AI tools judiciously to increase efficiency and improve quality, while verifying output prior to use.

• Exhibit integrity, reliability, adaptability, collaboration, and accountability in your work.

⛳️ Requirements

• Proficient in English and Spanish with a professional working ability to articulate technical and product concepts effectively in both languages.

• Native or bilingual proficiency in Spanish.

• Availability to work standard business hours (9am-6pm) within a mainland US time zone (PT, MT, CT, ET) or a European time zone (Central European Time).

• Experience in customer support via phone, alongside email and chat.

• Background in customer service, technical support, hospitality, SaaS, or similar customer-facing roles.

• Excellent written and verbal communication skills with the capacity to simplify instructions for non-technical users.

• A curious mindset and willingness to investigate issues prior to escalating.

• Strong attention to detail, follow-through, and the ability to manage multiple tickets or tasks accurately.

• Open to coaching, collaborative, adaptable, and receptive to feedback.

• Flexibility to adjust schedule between US and European time zones if coverage requirements change.

• Familiarity with Zendesk, SaaS tools, hospitality technology, or property management systems is preferred.

• Knowledge of AI tools and the ability to use them responsibly while ensuring quality is preferred.

🏝️ Benefits

• Unlimited paid time off (PTO).

• Standard holidays plus monthly company-wide Canary Days.

• Birthday holiday.

• Travel stipend for office exchange visits to San Francisco, New York, or Dallas hubs.

• Credit towards stays at Canary hotels.

• Minimum 30% discount off the best available rate at select partner hotels worldwide.

• Monthly budget for the Self Improvement Club.

• Professional development learning stipend.

• Cash bonus for successful employee referrals.