What are the responsibilities and job description for the Bilingual Tech Support Specialist position at NestPay?
Company Description
At Nestpay, we’re passionate about helping small and medium-sized businesses thrive. We provide fast, reliable payment processing and easy-to-use point-of-sale (POS) solutions designed for the retail, restaurant, and service industries across the United States. Our goal is simple — to make accepting payments seamless, affordable, and stress-free so business owners can focus on what they do best: running their business. With our continued rapid growth and exciting new opportunities on the horizon, Nestpay is shaping the future of payment technology — one transaction at a time.
Role Description
The Bilingual Technical Support Specialist provides exceptional customer service and technical assistance to our clients in both English and Spanish. This role is responsible for troubleshooting software, hardware, and network-related issues, ensuring timely and effective resolution while maintaining a positive customer experience.
Key Responsibilities:
- Provide technical support to customers via phone, email, chat, and remote assistance tools.
- Troubleshoot and resolve hardware, software, and connectivity issues.
- Communicate technical information clearly and effectively in both languages.
- Document support interactions, issue resolutions, and system performance in the company’s CRM or ticketing system.
- Escalate complex issues to higher-level technical teams when necessary.
- Assist with the setup, installation, and configuration of software or devices.
- Maintain up-to-date knowledge of company products, services, and technical procedures.
- Participate in team meetings, training sessions, and process improvement initiatives.
Qualifications
- Education: High School Diploma. College degree a plus, but not a requirement
- Experience: 1–3 years of technical support or help desk experience preferred.
- Languages: Proficiency in English and Spanish (both written and spoken).
- Technical Skills:
- Knowledge of Windows operating systems.
- Familiarity with network troubleshooting (TCP/IP, VPN, routers).
- Experience with ticketing systems (Zendesk or HubsSpot).
- Basic understanding of hardware, software, and mobile device support.
- Experience with Windows applications (MS Excel and MS Word)