Bilingual Technical Support Specialist

Our Sunday Visitor, Inc. is seeking a Bilingual Technical Support Specialist to provide front-line assistance for OSV’s electronic products. This onsite role in Huntington, IN supports customers across a range of offerings by answering inquiries, diagnosing issues, and guiding users through timely resolution.

In this position, you will act as a primary point of contact for help requests and maintain a strong knowledge base of OSV product functionality. You will troubleshoot across varying complexity levels, document outcomes in internal systems, and help customers use platforms more effectively.

Role overview

• Serve as the primary point of contact for customers seeking assistance with OSV electronic products.
• Troubleshoot, research, isolate, and resolve technical issues across basic, intermediate, and complex categories in a timely manner.
• Provide training and guidance on product functionality, usage, and best practices.
• Develop and maintain in-depth knowledge of all OSV electronic product offerings.
• Respond to inbound phone calls and emails professionally, accurately, and within defined service-level expectations.
• Meet or exceed established performance metrics, including customer satisfaction and responsiveness.

What you will do

• Accurately document customer demographics, product information, issues, and resolution steps in the CRM and technical databases.
• Perform scheduled follow-ups and callbacks to confirm issue resolution and maintain customer confidence.
• Collaborate with peers and cross-functional teams to share knowledge and improve support processes.
• Offer recommendations to improve product usage, efficiency, and customer outcomes.
• Build strong working relationships with churches, dioceses, internal teams, and management.
• Participate in an on-call rotation as required.
• Complete other duties as assigned.

Requirements

• Experience in customer service, technical support, or a call center environment.
• General knowledge of Windows operating systems.
• Experience working in cross-platform environments (including PC and Mac).
• Basic understanding of networking concepts and terminology.
• Working knowledge of web browsers and Microsoft Office applications.
• Associate degree in Information Technology, Business, or a related field preferred; equivalent relevant work experience will be considered.
• Strong technical aptitude with PC and Mac systems.
• Bilingual English and Spanish (verbal and written).
• Excellent verbal and written communication skills.
• Ability to clearly explain technical concepts to non-technical users.
• Strong customer service orientation with a professional, empathetic approach.
• Proven problem-solving and analytical skills.
• High attention to detail and accuracy in documentation.
• Ability to organize, prioritize, and manage multiple tasks effectively.
• Self-motivated with the ability to work independently and as part of a team.
• Demonstrates sound judgment when making decisions based on established guidelines and procedures.
• Professional business etiquette when working with internal and external stakeholders.
• Proficient keyboarding and data entry skills.

Technologies you will use

• Windows operating systems
• PC and Mac
• Web browsers
• Microsoft Office applications
• Microsoft Teams
• CRM

Work environment

• Position may be remote, onsite, or hybrid (this posting lists onsite in Huntington, IN).
• Participation in Microsoft Teams meetings.
• Periodic on-call responsibilities.
• Occasional travel for training or conferences as required.

Salary: USD 39,000 - 42,000 per year.