Technical Support Representative - Bilingual

The Company

Our purpose at Gallagher is to ‘protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses in over 160 countries, but our purpose also means we care deeply about our people and their families. Gallagher has been in business for almost 85 years, and we are just as committed to creativity and innovation today as when we started. Headquartered in New Zealand, and with offices in 10 locations around the world, we’re proud to employ over 1400 people throughout #TeamGallagher. The North American market has experienced exponential growth over the last four years. We have offices located in Riverside, MO, Canton, GA and Owen Sound, Canada.

• Key purpose: The Bilingual Technical Support Representative plays a vital role in ensuring exceptional customer satisfaction by providing technical support, troubleshooting, and problem resolution for the company's products and services to consumers, distributors and end customers in Chile, other parts of Latin America, and North America. This position requires a strong combination of technical expertise, communication skills, and a customer-centric approach to deliver effective solutions that meet or exceed customer expectations.

Key Responsibilities:

• Deliver expert technical support to distributors via phone, email, and chat, ensuring timely and accurate assistance in Spanish and/or English.
• Diagnose and troubleshoot complex technical issues related to products and services, guiding customers through step-by-step solutions.
• Build strong relationships with distributors by demonstrating empathy and active listening, tailoring technical explanations to their understanding.
• Collaborate with engineering and product development teams to resolve escalated issues and enhance support processes.
• Document all troubleshooting steps, resolutions, and customer interaction meticulously for future reference.
• Stay current on product updates and enhancements, educating customers on features and best practices to optimize their use of products.
• Meet and exceed customer service goals, maintaining clear, professional communication throughout all interactions.

Qualifications and/or Experience:

• A relevant electronics or IT qualification and/or strong technical aptitude.
• Proven experience dealing with external customers in a support or problem-solving role including the troubleshooting of software solutions.

Skills/competencies:

• Fluent in English and Spanish verbal and written.
• Knowledge of software systems (e.g., cloud, PC, web, embedded).
• Knowledge of electronics
• Ability to problem solve to root cause by thinking logically, calmly, and promptly.
• Outstanding people and communication skills.
• Customer empathy and commercial awareness.
• Ability to develop technical support material (e.g., service notes, help sheets, etc.).

Place of Work:

While Gallagher may from time to time offer working from home flexibility, due to the nature of the role and need for team collaboration, the expectation is that this role will be primarily based out of the Riverside, MO office.