Spanish Speaking Technical Support Specialist (SaaS)

Bilingual Technical Support Specialist English/Spanish

Join to apply for the Bilingual Technical Support Specialist English/Spanish role at PosiTrace

Base pay range

CA$48,000.00/yr - CA$48,000.00/yr

Responsibilities

• Provide telephone and online technical support to existing customers in Canada, USA and Mexico, diagnosing and troubleshooting GPS Tracking hardware and software issues.
• Take ownership of customer issues, showing urgency to resolve problems and following up until they are fully resolved.
• Identify, analyze, and resolve customer technical problems efficiently.
• Document all inbound and outbound activities in the support ticketing system.
• Build lasting relationships with customers through excellent customer service, patience, empathy, and professionalism.
• Communicate clearly and effectively, adapting to the user’s technical level.
• Demonstrate a high level of initiative, suggesting improvements or solutions proactively.

Skills required

• Experience: 3–5 years in Helpdesk or Technical Support roles providing services to external customers.
• Electronics knowledge.
• Ability to diagnose and troubleshoot both software and hardware issues.
• Knowledge of camera systems, networks, and connectivity (LAN/Wi‑Fi/cellular) is a plus.

Soft Skills / Customer Service

• Excellent customer service skills, including patience, empathy, and professionalism.
• Strong communication skills (English and Spanish, spoken and written).
• Take ownership of issues and follow through until resolution.
• Urgency to resolve problems and a proactive mindset.
• High level of initiative and ability to work independently.

Other Skills

• Familiarity with SLAs (Service Level Agreement).
• Strong organizational and time management skills with attention to detail.

Education

• Bachelor’s degree in Information Technology, Electronics, or Engineering.

Terms of Employment

• Full‑time role.
• Monday to Friday.