Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we want you to be a part of our dynamic team as a Bilingual Technical Customer Support Agent!

We're not just a manufacturer; we're partners in success for small and medium businesses nationwide. Our top-of-the-line commercial equipment powers enterprises, enabling them to excel in their industries. We take pride in not only our superior products but also in the unparalleled support we offer to our valued customers. NOTE THAT THIS ROLE COMES WITH PERFORMANCE INCENTIVES!

Overview

We are hiring a Technical Customer Support Agent to provide help with troubleshooting technical support machinery equipment. This is a hands-on technical support role conducted remotely, focused on machinery troubleshooting through live customer guidance. You will troubleshoot mechanical and operational issues, guide customers through corrections, and document solutions in our help desk system with the proper steps from Macro’s and the training given. This role is ideal for candidates with strong technical aptitude who enjoy diagnosing real-world equipment issues and working in a structured support environment.

Schedule:

• Monday to Friday – 12 PM to 9 PM EDT

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Responsibilities

• Provide remote technical support via Zendesk, phone, email, and video calls
• Assist customers with technical questions and frequently asked issues related to equipment operation and performance
• Guide customers step-by-step through machine adjustments, calibrations, and part replacements
• Analyze customer-submitted photos, videos, and descriptions to identify root causes
• Accurately document issues, troubleshooting steps, and resolutions in Zendesk
• Escalate complex cases with clear technical context when required
• Track ticket status, follow-ups, and resolution timelines to meet service expectations
• Identify recurring issues and provide feedback to improve internal documentation and product quality

Requirements

• Required: Full professional fluency in English and Spanish (spoken and written)
• Prior experience in technical support, help desk, mechanical support, or equipment troubleshooting
• Comfortable working with ticketing systems (Zendesk experience is a plus)
• Strong analytical skills with a structured, methodical approach to problem solving
• Ability to work independently in a remote offshore environment
• Reliable internet connection and dedicated workspace

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Independent Contractor Perks

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

Note

• Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.