Customer Support Specialist - Spanish and English

The main responsibilities of a Customer Support Specialist - Spanish and English at Payhawk include responding to customer queries promptly via phone, email, and chat, analyzing product malfunctions, and proactively engaging with customers to prevent issues. You'll follow up on technical problems, identify customer needs, and collaborate with the product and marketing teams to enhance the overall user experience.

To qualify for the Customer Support Specialist - Spanish and English position at Payhawk, candidates should have at least two years of experience in customer support, fluency in both English and Spanish, and familiarity with ticket management systems like Salesforce or Zendesk. Additionally, excellent communication skills, a proactive attitude, and the ability to work both independently and collaboratively are essential.

Payhawk promotes employee engagement for the Customer Support Specialist role by offering regular team-wide events, flexible working hours, and the opportunity to work from home. The company also encourages professional growth through the use of its innovative product, fostering a culture of continual learning and collaboration.

A new Customer Support Specialist at Payhawk can expect comprehensive training that covers the company's products, support systems, and best practices in customer engagement. You'll have access to resources and mentorship from experienced team members to ensure you're equipped to handle customer inquiries effectively and provide top-notch support.

A typical day for a Customer Support Specialist - Spanish and English at Payhawk involves managing customer inquiries through various communication channels, troubleshooting technical issues, engaging proactively with customers, and collaborating with internal teams to enhance service delivery. You'll also track product issues and update internal databases to keep information streamlined and accessible.

In your answer, discuss specific tools like Salesforce or Zendesk that you've used in previous roles. Emphasize how these tools help streamline communication, manage customer interactions efficiently, and track issues for better problem resolution, ultimately leading to enhanced customer satisfaction.

Address your approach to multi-tasking, emphasizing the importance of urgency and the nature of the customer issues. Describe how you would assess which inquiries need immediate attention and how you communicate effectively to manage customer expectations during high-volume times.

Discuss your ability to listen actively and empathize with customers' concerns. Explain how you personalize interactions by remembering details from past communications and using positive language to create a welcoming environment.

Prepare a specific example where you encountered a difficult situation with a customer. Detail how you responded by remaining calm, listening to their concerns, and working collaboratively to reach a resolution that satisfied the customer and upheld company standards.

Explain your commitment to ongoing learning and detail the methods you use to stay updated. This could include participating in team meetings, reading internal documentation, or collaborating closely with other departments to understand product enhancements and how they impact customer support.

Discuss qualities such as empathy, technical expertise, and effective communication. Elaborate on why you believe these traits are vital for building lasting relationships with customers and ensuring their satisfaction with the company's products.

Illustrate your approach to ensuring customer satisfaction even when you don't have all the answers right away. Describe the importance of transparency, keeping the customer informed of your efforts, and following up promptly once you obtain the necessary information.

Discuss techniques such as asking open-ended questions, actively listening, and using feedback tools. Emphasize your focus on understanding the customer's context and how it drives their interaction with the product.

Share your passion for technology and finance, along with your desire to help users maximize their experiences with innovative products. Convey how you take pride in contributing to a company's mission by providing excellent support.

Detail your strategy for gathering, analyzing, and sharing feedback with relevant teams. Highlight your belief in the importance of customer feedback in shaping product development and improving support services.