L1 Technical Support Agent (Spanish and English Speaking)

First-line technical support agent for Canary's hotel software, answering product questions and troubleshooting common technical issues via phone, email, and chat. Requires English and Spanish proficiency and availability during US or Central European business hours.

• Answer standard product questions using documentation and internal tools
• Troubleshoot common technical issues before escalating
• Respond to customers by phone, email, and chat
• Maintain ticket hygiene, internal notes, queue awareness, and SLA awareness
• Follow documented workflows and approved processes
• Apply coaching and feedback to improve performance
• Use approved AI tools responsibly and check output

• Professional working proficiency in English and Spanish
• Experience supporting customers by phone, email, and chat
• Experience in customer service, technical support, hospitality, SaaS, or customer-facing role
• Clear written and verbal communication skills
• Ability to explain steps simply to non-technical users
• Strong follow-through and attention to detail
• Ability to work 9am-6pm in a US time zone or Central European Time
• Flexibility to shift between US and European time zones is a plus