Bilingual Technical Support Representative (Spanish Speaking)

The Bilingual Technical Support Representative (Spanish Speaking) supports DNP Imagingcomm America Corporation by delivering live technical assistance over phone and email for hardware, software, and imaging systems used by photo kiosk users and store personnel. The role requires fluent Spanish and English, along with proven imaging and tech support experience.

Location

Concord, NC (onsite)

Compensation

USD 19 - 19 per hourly

Responsibilities

• Provide real-time technical support via phone for diverse products and customers.
• Handle email and direct support requests with timely responses.
• Diagnose and resolve a range of hardware and software issues.
• Maintain and manage a personal case queue, driving each case to resolution.
• Escalate complex problems to Tier II according to established procedures.
• Document actions with precise, detailed reports of support activities.
• Address priority assignments as directed by management.
• Create training documentation detailing problems and processes.
• Coordinate with third-party support groups for field services and escalations.
• Complete additional projects as assigned by management.
• Collaborate within a team to achieve departmental goals, sharing case ownership.
• Participate in team meetings and provide constructive feedback.
• Provide onsite support at customer sites as needed, with an estimated travel of 10-20%.
• Meet or exceed departmental and company performance standards.
• Develop and maintain a suitable skillset aligned with role requirements.
• Perform other duties as assigned by management.

Requirements

• Bilingual Spanish and English is required.
• An associate degree in a computing field or a two-year technical certificate is preferred.
• At least 2 years of digital imaging support and/or 1+ years of PC technical call center support experience is required.
• Basic to moderate skills in PC hardware and Windows application troubleshooting, printer troubleshooting, and networking.
• Familiarity with Windows (Win10, Win11), Mac OS, iOS, and Android operating systems.
• Knowledge of digital imaging systems and digital photography.
• Understanding of concepts and procedures commonly used in PC software and hardware technical support.
• Effective oral and written communication with good grammar and spelling.
• A professional demeanor when interacting with customers and coworkers.
• Demonstrated problem-solving abilities.
• Strong time management skills.
• Ability and temperament to function as a productive member of a support team.

Technologies

• Windows (Win10, Win11)
• Mac OS
• iOS
• Android

Supervisory Responsibilities

This position has no supervisory responsibilities and reports directly to the Technical Support Manager.

Physical Demands

• Ability to sit or stand for up to 8 hours
• Use of arms, hands, and fingers to feel and reach
• Ability to bend, stoop, or kneel as needed
• Capability to hear and communicate with customers
• Lift up to 45 lbs independently and up to 50 lbs with team assistance

Safety Requirements

Ability to wear required PPE in manufacturing areas as needed.