Customer Support Specialist – Bilingual (English/Spanish)

Customer Support Specialist – Bilingual (English/Spanish)

The Woodlands, TX | Hybrid – 3 Days In Office / 2 Days Remote

About Softbase Systems

Softbase Systems develops dealership management software for equipment dealerships. Our software helps dealerships manage the day-to-day operations of their businesses, including service, parts, equipment sales and rentals, accounting, and other critical business processes.

Our teams works closely with our customers, from initial implementation and training through ongoing support, to help them get the most out of our software and keep their business running effectively.

As a member of our Customer Support team, you'll have the opportunity to learn not only about our business system, but also how dealerships operate and how our software supports their day-to-day business.

We are looking for a motivated, energetic and customer-focused team member to join our team in The Woodlands, Texas.

In this role, you will work directly with customers to answer questions, troubleshoot issues, and help them successfully use our business software. You'll become knowledgeable about both our software, and the business processes our customers rely on every day.

Your First 6–12 Months

We believe the best way to support our customers is to understand how they use our software from the very beginning.

As part of your onboarding and training, you'll spend time working alongside our Implementation Team. During that time you will learn how our system can be configured for new customers, participate in customer setup and implementation activities, and help train users on how to use the software in their day-to-day operations.

You'll also have opportunities to travel to customer locations and work directly with them during implementations and training. This hands-on experience will give you a deeper understanding of our customers' businesses and prepare you to provide better support once you're working with them day to day from a support perspective.

After completing this initial training period, your primary focus will transition to Customer Support, where you'll use the product and industry knowledge you've developed to assist and answer questions that come in from customers.

What You'll Do

• Provide professional and timely support to customers by phone, email, and tickets created in our support ticketing system.
• Troubleshoot customer questions and potential software-related issues to identify solutions.
• Clearly communicate technical information to customers who have varying levels of technical experience.
• Document customer issues, troubleshooting steps, and resolutions within our support system.
• Take ownership of customer issues and follow them through to resolution
• Work with members of our Support, Implementation, and Development teams to resolve more complex issues.
• Follow up with customers to ensure issues are resolved and provide a positive support experience.
• Identify recurring customer issues and help improve internal documentation and knowledge-base articles.
• Develop a strong understanding of our software and our customers' business processes by utilizing internal test systems and recreating scenarios reported by customers.
• Assist both English and Spanish-speaking customers with support questions and communication.

What We're Looking For

• Fluent in English and Spanish, both written and verbal (required).
• Strong customer service and communication skills.
• Strong analytical and problem-solving skills.
• Enjoys and looks for to constantly learning new software and technology.
• Ability to communicate clearly and professionally by phone and in writing.
• Ability to manage multiple customer requests and prioritize effectively.
• Detail-oriented with strong organizational and documentation skills.
• Ability to work independently while also collaborating as part of a team.
• Previous customer service, help desk, technical support, or software support experience is beneficial.
• Experience supporting business software, ERP systems, or dealership management software is a plus.

Work Schedule & Location

This is a hybrid position based in The Woodlands, TX:

• 3 days per week in the office (Tuesday, Wednesday and Thursday)
• 2 days per week remote (Monday and Friday)
• Candidates must be able to commute to our office in the The Woodlands on in-office days.

This Role May Not Be a Fit for You If...

We believe it's important to be upfront about what working in Customer Support is really like. This position may not be the right fit if:

• You prefer a role with limited customer interaction. You'll communicate directly with customers throughout the day by phone, email, and the support ticketing system.
• You get easily frustrated when troubleshooting a problem that doesn't have an immediate or obvious answer.
• You aren't comfortable taking ownership of an issue and following it through to the end.
• You prefer working on one task at a time without interruptions. Customer Support often requires balancing new questions, existing tickets, follow-ups, and changing priorities throughout the day.
• You don't enjoy learning new software or digging into how business processes work.
• You aren't comfortable explaining technical concepts to people with different levels of technical experience.
• You're looking for a fully remote position. This role requires being in our office 3 days per week.
• You aren't comfortable communicating professionally in both English and Spanish, verbally and in writing.

You May Be a Great Fit If...

You enjoy helping people and genuinely like figuring out how systems work. When someone brings you a problem, your 1st instinct is to understand why it's happening rather than simply pass it along.

You're comfortable getting out from behind the computer and working directly with customers. You see spending time at dealerships, learning their operations, configuring software, and training users as an opportunity to understand the customer better.

You enjoy the satisfaction of taking a customer from “I have a question” to “I have your answer!”

You don't need to know our software on day one and understand that it is ok to learn it, we will help teach you! What we're looking for is someone who brings curiosity, patience, accountability, strong communication skills, and a willingness to dig into a problem until they understand it.

If that sounds like you, we'd like to hear from you.