.**About us**Eagle Technology, a TMA Systems company, is the industry leader in maintenance management software. With more than 30 years of experience, our cutting-edge solutions have consistently delivered proven results and helped facilities professionals improve the operations and performance of their institutions.**Job Title**:Bilingual Client Support Representative - Tier 1**_ *Please submit resumes in English*_****Schedule**: Monday to Friday 8:00am - 5:00pm, Full Time, Weekends Off**In-Person/Remote Employment**: Monterrey, Nuevo Leon, Mexico**SUMMARY****ESSENTIAL DUTIES AND RESPONSBILITIES**- Answers incoming client requests in a fast-paced environment.- Identifies and resolves non-routine technical problems for specific product lines by following troubleshooting procedures to meet daily support requirements.- Professionally documents issues for resolution.- Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies- Demonstrates a "client first" mentality and willingness to go above and beyond to exceed customer expectations.**NO SUPERVISORY/MANAGEMENT AUTHORITY****EDUCATION AND EXPERIENCE**Bachelor's degree or 2+ years of client service experience.**KNOWLEDGE, SKILLS & ABILITIES**- Must be fluent in Spanish and English both written and verbal.- Working knowledge of the internet and web browsers such as Chrome, Safari, Internet Explorer and Firefox.- Working knowledge of Microsoft CRM, Microsoft 365, WebTMA, Apple iPad, Android tablet, iPhone- Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers- Works well in a team environment and interacts well with all levels of the organization.- Proven ability to develop and maintain strong client relationships.- Ability to take initiative for self-development and exhibits patience in learning new processes.- Excellent written, oral and listening communication skills.- Ability to think analytically to identify issues as well as solutions to problems.- Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management.- Ability to quickly learn, adapt to new information and understand company concepts in a timely manner.- Effectively communicate with members of your team and department to constantly drive issues toward resolution**WORK ENVIRONMENT**Work can be performed in a hybrid setting (work in the Monterrey, Mexico office and remotely)Monterrey, Nuevo Leon, Mexico Office.**Why work at Eagle Technology?**- Competitive compensation plan.- Professional development plans.- Career progression/internal mobility opportunities.- Inclusive work environment.- Volunteering opportunities.- Company/team building events