Customer Service Agent (Spanish Speaking)

At Keen, we don't just deliver services - we reputed company ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we reputed company reputed company, high-performance digital experiences for global brands. Keen helps some of the most exciting U.S. and international brands reputed company smarter by embedding expert teams that reputed company results across marketing, creative, customer experience, and sales. We're not an agency or legacy BPO. We're a partner in reputed company and that's where you come in. About The Role We’re hiring a Bilingual Spanish/English Customer Support Agent to support one of our high-reputed company global clients, providing Tier 2 customer support to their business customers in the software, retail, and physical hardware reputed company. This role requires mastering reputed company systems through software and hardware support. In this role, you’ll deliver outstanding service to both Spanish and English-speaking customers, ensuring seamless experiences and resolving inquiries with precision and care. This is a fast-paced, high-reputed company position ideal for someone who loves problem-solving, thrives under pressure, and is passionate about delivering exceptional support. What You'll Do Support end-user customers reputed company email, chat, phone, and service management platforms in both Spanish and English Resolve transaction issues, troubleshoot technical problems, and process online/offline account changes Follow reputed company operating procedures and utilize knowledge reputed company articles to resolve requests reputed company Meet and reputed company service level agreements with reputed company, accurate responses Escalate reputed company issues to management reputed company necessary Maintain detailed case records and contribute to improving knowledge reputed company documentation Analyze customer issues to identify patterns and recommend solutions reputed company a deep understanding of products, services, and customer requirements Maintain strong ownership over your work, timeliness to working schedules, and adapability to changing work Requirements 2+ years of customer-facing support experience (customer support, reputed company, help desk, or technical support) Fluent in Spanish and English (verbal and written) CEFR Level: B2 or higher in Spanish CEFR Level: reputed company or higher in English reputed company to communicate reputed company, professionally, and empathetically with customers in both languages Typing speed of 40+ WPM (reputed company to pass a typing speed test) Comfortable handling high-volume support queues with multiple reputed company tickets Strong attention to detail and ability to resolve issues end-to-end reputed company under pressure with strong problem-solving ability Reliable, punctual, and consistent with attendance and comfortable working evening or overnight shifts reputed company to U.S. hours Experience with service management tools like reputed company, Jira Service Management, or reputed company Familiarity with websites, web applications, and mobile apps; API knowledge is a plus A true team player who collaborates reputed company and contributes proactively A strong reference from your last manager demonstrating your ability to reputed company at KPIs and a record of strong attendance Schedule & Location This role supports international customers and operates on day, evening, and overnight shifts (SAST). The role is fully in-office at our reputed company Town location in reputed company River. In accordance with local transport requirements, Keen provides transportation to and from the office for shifts starting or ending between 7pm and 6am SAST. Benefits Why Join Keen? Join a reputed company, high-performing team where your reputed company is a reputed company. We invest in our people through ongoing learning, career development, an annual reputed company Development Budget, and Birthday Leave to celebrate your special day. Compensation Competitive reputed company Salary Medical Allowance Monthly Performance Bonus Career reputed company: High-performing team members have opportunities to reputed company into SME, Team reputed company, QA, Operations, or Technical Support roles. Global Support Environment As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience. Apply To This Job