[Remote] Bilingual Customer Service Representative
Note: The job is a remote job and is open to candidates in USA. Insight Global is seeking a Bilingual Customer Support Associate for a top technology-enabled logistics client supporting Amazon Key for Business. This individual will provide high-quality customer and technical support to property managers, ensuring secure Amazon driver access for deliveries.
Responsibilities
- Handle inbound customer and technical support inquiries via phone, email, Slack, and ticketing system
- Manage cases and documentation in Salesforce and Amazon Connect
- Support property managers using Amazon Key for Business (KFB) solutions
- Troubleshoot access control and intercom-related issues
- Meet productivity benchmarks (~30 tickets/day)
- Participate in training (2–3 weeks initial; ~5 weeks total including live calls)
Skills
- Bilingual: Fluent in Spanish and English (spoken and written)
- Customer Support experience (handling ~30 tickets/day baseline)
- Experience with Salesforce CRM
- Call handling experience using Amazon Connect
- Omnichannel support experience: ticketing, email, Slack
- Ability to support customers in Spanish while documenting in English
- Technical support background
- Experience with intercoms and access control systems
- Prior experience supporting property managers or B2B customers
- Experience ramping with U.S.-based calls before regional launch
Benefits
- Receive hands-on product and live-call training
- Participate in training (2–3 weeks initial; ~5 weeks total including live calls)
Company Overview