The Role
As a Tier 1 Support Agent (Spanish Speaker), you’ll be the first point of contact for Spanish customers and partners reaching out with enquiries, while also supporting Australian enquiries as required. You’ll manage inbound tickets through Zendesk, responding clearly and professionally in both Spanish and English. You will resolve enquiries, provide timely updates to customers, and carry out any internal workflows
required to progress and close each request. Given you will also be handling Australian enquiries and working closely with our Australia-based team, very strong written and verbal English skills are essential. Where issues require deeper investigation or internal coordination, you’ll escalate cases to Tier 2 with clear, well-structured notes and the right context to ensure smooth handovers. You’ll work closely with Tier 2 support and internal teams (largely based in Australia), collaborating in English toensure alignment, accuracy, and high-quality customer outcomes. You will report directly to our Head of Customer Support, based in the Philippines.

Schedule:

• Monday to Friday 10AM to 6PM Sydney, 1 hr unpaid lunch, 40hrs per week. (might change)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Key Responsibilities

Customer Enquiry Resolution (Tier 1 - Spain)

• Manage and resolve Tier 1 enquiries via Zendesk relating to debts acquired by Arborknot, with a focus on Spanish enquiries.
• Act as a first point of contact for customers, counterparties, debt collection agencies, and legal representatives, ensuring all requests are handled professionally and accurately.
• Respond in Spanish and English as required, with empathy, clarity, and strong attention to detail.
• Resolve common requests such as:
  • Payment questions and settlement enquiries
  • Account status and balance confirmations
  • Requests from legal representatives or court-related documentation enquiries.
  • Documentation and information requests
  • Updating customer/account details (where permitted)
  • Executing internal workflows to resolve enquiries

• Ensure responses meet required turnaround times, compliance requirements, and quality standards.
• Identify when a case requires deeper investigation, internal coordination, or legal/operational input, and escalate appropriately to Tier 2 with clear and complete case notes.

Zendesk Administration & Case Notes

• Maintain accurate case notes and logs in Zendesk.
• Apply correct tags, macros, categories, and workflow steps.
• Ensure customer records and ticket information are complete and compliant.

Quality, Process & Continuous Improvement

• Follow the company's tone, compliance, privacy, and data handling standards.
• Flag recurring customer issues and suggest improvements.
• Contribute to help-centre articles and internal documentation (especially for Spain workflows).
• Support training and knowledge transfer across the support team.

What We’re Looking For
Required Experience & Skills

• Excellent written and verbal communication skills in both English and Spanish.
• 2+ years in customer service, ideally within financial services or a regulated environment with strong compliance requirements.
• Experience using Zendesk (or similar ticketing system) to manage enquiry queues
• Experience reviewing and interpreting legal documentation.
• High attention to detail and comfort working with formal documentation.
• Ability to follow multi-step internal workflows accurately and consistently.
• Confident prioritising tasks in a fast-moving environment.

What Success Looks Like
After the first month, you’ll be:

• Independently managing Tier 1 queues in Zendesk with high accuracy and speed.
• Reducing time-to-resolution for escalated requests.
• Consistently meeting SLA and QA targets.
• Improving internal customer-request workflows or documentation.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.