Technical Support Specialist - Bilingual Spanish

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist - Bilingual Spanish based in Canada.** As a Technical Support Specialist, you will provide expert technical assistance to customers, partners, sales representatives, and internal teams across a connected transportation and IoT technology environment. You will troubleshoot complex hardware and software issues involving connected devices, web-based platforms, integrations, connectivity, and configuration. Working across phone, chat, and email, you will guide users through technical challenges while delivering a high standard of customer service. You will collaborate with technical teams and external partners to investigate escalated issues and develop effective solutions. The role combines hands-on troubleshooting with data analysis, documentation, and cross-functional collaboration. You will also contribute to global initiatives while helping maintain reliable support operations in a fast-paced, technology-driven environment. Because the support function operates 24/7, flexibility across rotating shifts is an essential part of the role. ### Accountabilities: - Provide technical support to customers, partners, sales representatives, and internal teams through phone, chat, and email, ensuring issues are handled professionally from initial contact through resolution. - Diagnose and resolve hardware and software issues involving connected devices, connectivity, installations, network communications, device errors, platform functionality, and integrated technologies. - Provide technical guidance across database setup, user management, rules and reporting, portal configuration, product implementation, and related platform capabilities. - Investigate and resolve complex technical cases while maintaining detailed documentation and escalating critical or highly complex issues to the appropriate internal teams or management. - Collaborate with internal departments and external partners to resolve issues involving cameras, keyless systems, accessories, and other integrated technologies, including coordinating device returns and exchanges. - Protect the confidentiality and security of customer information while following appropriate technical support and data-handling practices. - Contribute to global strategic initiatives and continuously adapt to evolving technologies, products, customer needs, and market requirements. - Support a continuous 24/7 operation by working rotating schedules that may include afternoons, evenings, overnight shifts, weekends, and holidays. ### Requirements - Fluency in both English and Spanish, with the ability to read, write, and communicate effectively in both languages. - 1–3 years of experience in customer service, technical support, or a similar customer-facing technical capacity, along with 1–3 years of experience troubleshooting hardware and/or software issues. - Post-secondary diploma or degree in Engineering, Computer Science, or a related discipline is highly valued. - Strong technical aptitude and analytical problem-solving skills, with the ability to investigate issues methodically and translate technical findings into practical solutions. - Expert-level Microsoft Excel skills, including the ability to create pivot tables and reports. - Working knowledge of programming languages such as SQL, Python, C#, or JavaScript is highly valued. - Familiarity with data warehouse technologies such as Google BigQuery is highly valued. - Technical proficiency with Google Workspace tools, including Sheets, Docs, and Slides. - Excellent verbal and written communication skills, with the confidence and patience to explain technical concepts clearly to customers with varying levels of technical expertise. - Strong interpersonal and relationship-building skills, with the ability to collaborate effectively with customers, partners, technical teams, and stakeholders at different levels of an organization. - Highly organized and capable of managing multiple cases, priorities, and projects simultaneously in a fast-paced environment. - Experience working within a technical or engineering organization is considered an asset. - A customer-focused mindset, adaptability, curiosity, and a willingness to stay current with technology and evolving market demands. - Flexibility to work any schedule required within a 24/7 support environment, including afternoons, evenings, overnights, weekends, and holidays. ### Benefits - Hiring range of **$52,300–$60,500 CAD** annually. - Flexible working arrangements within a hybrid work environment. - Home office reimbursement program. - Baby bonus and parental leave top-up program. - Online learning and professional networking opportunities. - Electric vehicle purchase incentive program. - Competitive medical and dental benefits. - Retirement savings program. - Inclusive, collaborative work culture with opportunities to innovate and contribute to global technology initiatives. - Benefits listed above are offered to full-time permanent employees only.