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Technical Support Specialist with 3+ years of bilingual expertise
Contact
Competencies
Fluent in Spanish and English, facilitating effective communication with diverse user bases.
Experienced in resolving support tickets, creating technical documentation, and providing remote diagnostics across various environments.
Skilled in email, calendar, and CRM management, supporting user needs in virtual settings.
Proficient with Google Workspace, Microsoft 365, Asana, Trello, and Slack for support and collaboration.
Education
Languages
Summary
Experienced in managing support tickets, creating technical documentation, and providing bilingual assistance in diverse tech environments.
Key Achievements
- Achieved 85% First Contact Resolution rate and maintained under 1-hour SLA compliance at Anthology.
- Developed bilingual manuals and translated notifications, enhancing support for Spanish-speaking users.
- Maintained high customer satisfaction scores (4.8/5 CSAT) through effective troubleshooting and support across multiple platforms.
Experience
Technical Support Specialist – Blackboard LMS
Managed asynchronous support tickets via Salesforce and Freshdesk, achieving an 85 % First Contact Resolution rate and < 1 hour SLA compliance., Authored and translated user guides, FAQs, and technical procedures into Spanish for students and faculty., Coordinated virtual troubleshooting sessions via chat, minimizing unnecessary phone calls.
Technical Support Specialist – HP LaserJet Project
Developed bilingual (EN<>ES) manuals for driver installation, network configuration, and printer maintenance., Provided remote diagnostics and support for Linux and Windows environments, maintaining a 4.8/5 CSAT score., Translated internal notifications and error messages to improve the experience for Spanish-speaking customers.
IT Help Desk Technician – Bilingual EN/ES
Performed Active Directory user administration, password resets, and access provisioning, documenting all steps in Zendesk., Created standardized procedures and translated technical support documentation.