Mercatus Technologies Inc logo

Mercatus Technologies Inc

Bilingual Support Analyst (Spanish)

Client Success – Toronto, Ontario
Department Client Success
Employment Type Full-Time
Minimum Experience Experienced

Position Overview

As part of the Client Success Department, the Bilingual Support Analyst is responsible for providing technical support to Mercatus clients in both Spanish and English.  Key responsibilities include analysis, debugging and resolution of issues that clients have with the Mercatus software solution.

Responsibilities and Deliverables

  • Manages a fast-paced queue of support inquiries and requests.
  • Assesses support inquiries in order to identify whether issues are system or user related.
  • Communicates with clients via a support portal as well as over the phone in order to optimize issue resolution.
  • Troubleshoots and debugs issues in determining qualified system issues.
  • Ensures client requests are acknowledged and resolved within service level agreement times.
  • Keeps clients up to date regarding tickets pending confirmation when applicable.
  • Works closely with various departments in order to ensure solution resolution and excellent customer service for clients.
  • Acquires, maintains and applies detailed knowledge of the Mercatus product offering.
  • Works closely with cross functional teams to move issues through the software release process.
  • Maintains a consistent number of closed tickets and target client satisfaction scores.
  • Support the Marketing and Client Success Management team by improving client reference-ability for potential referral and new business opportunities (establish + strengthen client relationships)
  • Assist in continually improving the Mercatus Implementation Methodology & Support Experience (process improvement + increased efficiencies)

Organizational Alignment

Reports to the VP, Client Success

Qualifications

Skills & Work Traits

  • Strong problem-solving skills with ability to analyze and make an educated decision.
  • Strong written and verbal skills; including the ability to present technical issues to a non-technical audience.
  • Results driven with a proven ability to project a positive attitude.
  • Excellent prioritization and organization skills and excellent communication skills.
  • Understanding of Mercatus solution offering is considered an asset.
  • Ability to work rotation of days, evenings and weekends to support client time zone requirements.
  • Strong bilingual Spanish/English written and verbal communication is required. 
  • Technical Competencies
  • Intermediate to advanced knowledge of SQL and relational database design
  • Proficiency with Linux system administration and command-line tools
  • Troubleshooting experience of mobile and web-based applications
  • Basic knowledge of AWS, cloud-computing services and infrastructure

Experience

Minimum 1-3 years of web application, technical support, or quality assurance experience. 

Education

Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.

Thank You
Your application was submitted successfully.
Apply for this Job
  • Location
    Toronto, Ontario
  • Department
    Client Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
  • Powered by