Spanish and English Software Support Manager

I need a fluent Spanish- and English-speaking technical support manager to own all software-troubleshooting requests that come in for our productivity tools. The bulk of the tickets involve installation glitches, feature-configuration questions, sync errors, and occasional licensing hiccups—no network or hardware work is required, as those issues are routed to a different team.

Your day-to-day will revolve around:
• Responding to user queries in both languages through our help-desk platform (we currently use Zendesk, but familiarity with Freshdesk or similar SaaS tools is welcome).
• Diagnosing and resolving problems for mainstream productivity suites such as Microsoft Office, Google Workspace, or comparable cloud offerings.
• Documenting each fix clearly so our internal knowledge base grows in both Spanish and English.
• Flagging repeat bugs or escalations to the engineering team and following them through to closure.

I measure success by rapid first-response times, high user-satisfaction scores, and clean, bilingual documentation that reduces future ticket volume. If you bring prior experience leading a small support team, even better—I’m open to evolving this role into a supervisory position once the queue is stable.

When you apply, please share a brief example of a complex software issue you resolved for a Spanish-speaking user and how you documented the solution in English so the wider team could benefit.