L1 Technical Support Agent
New
C
Canary TechnologiesHospitality Technology
LATAM, Standard business hours (9am-6pm) in either a mainland US time zone (PT, MT, CT, ET) or European time zone (Central European Time).Full-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Native or bilingual proficiency in Spanish; Professional working proficiency in English.
- Required Skills
- Customer serviceSaaSZendeskTroubleshootingTechnical support
Requirements
- Native or bilingual proficiency in Spanish.
- Professional working proficiency in English.
- Experience supporting customers via phone, email, and chat.
- Experience in customer service, technical support, hospitality, or SaaS environments.
- Strong written and verbal communication skills.
- Ability to explain technical concepts simply to non-technical users.
- Strong follow-through and attention to detail.
- Ability to manage multiple tickets or tasks accurately.
- Experience with Zendesk or property management systems is preferred.
- Familiarity with AI tools is preferred.
Responsibilities
- Answer standard product questions using Canary documentation, account context, internal tools, and approved workflows.
- Troubleshoot common technical issues with curiosity and evidence before escalating.
- Respond to customers with clear, warm, and actionable communication.
- Maintain strong ticket hygiene, internal notes, queue awareness, and SLA awareness.
- Apply coaching and feedback to improve product knowledge and execution.
- Use approved AI tools responsibly to improve speed and quality.
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