Role Summary
A Bilingual Customer Support Specialist will handle Tier I support and client relationships, answering support calls, resolving issues, and ensuring client satisfaction. The role works closely with the Customer Success Team and ProdOps to resolve issues quickly and will interact regularly with technical and non‑technical staff.
Working Hours and Schedule
Hybrid model: work from home on Mondays and Fridays; office on Tuesdays, Wednesdays, and Thursdays. Working hours are 2:00 pm–11:00 pm BST, Monday–Friday, with one weekend per month starting at 7:00 am.
Location
Open to candidates in Galway or London. Candidates must have the right to work in the country where they reside; visa sponsorship is not available.
Responsibilities
- Interact with customers to provide information and resolve inquiries, concerns and requests about products and services.
- Gather customer information, diagnose and resolve technical and software issues such as connectivity and login problems.
- Research required information using available resources.
- Follow standard processes and procedures, including accurate recording of call transactions in CRM software.
- Escalate priority issues and redirect problems to appropriate resources when necessary.
- Offer alternative solutions to retain customers and clients.
- Follow up with scheduled callbacks and keep system information up‑to‑date.
Essential Qualifications
- Bilingual in Spanish and English.
- 2+ years of phone‑based software application/technical support experience.
- Working knowledge of Windows OS.
Behavioural Skills
- Superb communication and customer handling skills.
- Ability to think on feet in a fast‑moving environment.
- High resilience and positive attitude towards adversity.
Optional Skills
- Experience with Salesforce.
Equal Opportunity Employer
We are a drug‑free workplace and are an equal‑opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, ancestry, citizenship, disability, age, military status, marital status, gender identity, sexual orientation or other protected categories. We consider qualified applicants with criminal histories consistent with legal requirements. We provide reasonable accommodations for qualified persons with disabilities and disabled veterans.
Customer Support Specialist (+Spanish Speaking) employer: Diligent
Diligent is an exceptional employer that fosters a dynamic and inclusive work culture in Greater London, where innovation thrives through collaboration. With a strong commitment to employee well-being, we offer comprehensive benefits, including wellness programmes and generous time-off policies, alongside ample opportunities for professional growth and development. Join us to be part of a forward-thinking team that values diversity and empowers you to make a meaningful impact in the B2B SaaS landscape.
