Customer Support Agent - Bilingual

Job Overview We’re seeking a **full\-time remote Customer Support Agent (Level 1\)** with **prior professional customer support experience** to join our team. **Fluency in both English and Spanish is required for this position.** You must be comfortable communicating with customers by phone and in writing in both languages. This is a hands\-on support role handling customer questions, troubleshooting, order issues, and product concerns across phone, email, chat, and social media. **Previous experience working in a customer support environment is required.** Experience with poultry, poultry equipment, farming, homesteading, or related products is **highly preferred**. Support hours are between **8:00 AM and 6:00 PM EST**. ***This is a 6\-month contract role to start, with the potential to grow into a full\-time position based on performance and mutual fit.*** Key Responsibilities **Customer Support** * Respond to customer inquiries via phone, email, chat, and social media * Troubleshoot customer questions and product issues * Resolve complaints, order concerns, and other customer issues professionally * Provide support fluently in both English and Spanish * Accurately document customer interactions and resolutions in our support system * Develop strong product knowledge to provide accurate, helpful answers **Process \& Performance** * Follow established support procedures, policies, and workflows * Manage multiple customer conversations and priorities in a fast\-paced environment * Identify appropriate upselling and cross\-selling opportunities * Participate in ongoing training, coaching, and performance feedback **Collaboration** * Work closely with other Customer Support team members and internal departments to resolve customer issues * Communicate clearly when escalating issues or requesting assistance * Contribute to team training and knowledge sharing Required Qualifications * **Previous professional customer support experience handling customer inquiries by phone and/or through a ticketing system** * **Fluent in both English and Spanish, written and spoken** * Strong written and verbal communication skills * Comfortable handling phone calls, including troubleshooting and difficult customer conversations * Experience using a helpdesk, CRM, or ticketing platform * Strong problem\-solving and active listening skills * Ability to multitask, stay organized, and manage a queue of customer requests * Reliable high\-speed internet capable of supporting VoIP calls * Quiet, private workspace appropriate for phone\-based customer support * Flexible availability, including some evenings, weekends, and holidays * High school diploma or equivalent Highly Preferred * Experience with **poultry, poultry equipment, chicken keeping, farming, homesteading, or agricultural products** * Experience providing technical or product troubleshooting support Bonus Experience * Zendesk * Shopify **Please note:** This is not an entry\-level customer ser