Bilingual Technical Support Representative

ScrapRight builds the software that runs scrap yards and recycling facilities across North America - ticketing, scales, compliance reporting, payments, and everything in between. We are bootstrapped, profitable, and deeply specialized: our customers are recyclers, and we know their business the way they do.

When a yard’s scale stops talking to the software or a payment kiosk goes down, their business stops. That is why our support team is not a call center - it is the reason customers stay with us.

A growing share of our customers run bilingual operations, with Spanish-speaking scale operators, yard staff, and owners. This role exists to make sure those customers get the same fast, technically fluent support as everyone else - in the language they are most comfortable working in.

The Role

You will be the first voice customers hear when something is not working. You will take live inbound calls and emails, diagnose problems across our software and the hardware it connects to, resolve what you can on the spot, and own everything you cannot until it is fixed.

This is a real technical role. You will troubleshoot scale integrations, printers and scanners, payment kiosks, network connectivity, workstation configuration, and the ScrapRight application itself. You will also be the bridge between Spanish-speaking customers and our internal team - translating not just words, but technical context in both directions.

What You’ll Do

• Answer inbound calls to our support line and monitor the shared support inbox, working in HubSpot Help Desk as your primary workspace

• Contribute to our team goal of answering the majority of inbound calls live rather than routing them to voicemail

• Return voicemail-generated tickets promptly and in order

Own the ticket end to end

• Collect and verify required customer information on every call: yard/company name, contact name, callback number, email address, and a clear issue description

• Name, assign, and associate every ticket to the correct contact and company record in HubSpot

• Keep ticket status accurate in real time as the situation changes - In Progress, Waiting on Customer, Waiting on Third Party, Pending an Update, Escalated, Closed

• Follow up proactively so no customer waits without an update and no ticket falls through the cracks

Troubleshoot

• Diagnose and resolve issues across the ScrapRight application, scale and hardware integrations, peripherals, and connectivity

• Coordinate with third-party hardware and service vendors when resolution depends on them, staying the facilitator between the vendor and the customer

• Reproduce, document, and escalate confirmed bugs to the development team with enough detail that they can act on it

Document everything

• Log symptoms, every step attempted, results, workarounds, and the final resolution in the ticket - in real time during the call, not after

• Write notes clear enough that any other agent or manager can pick up the case cold and know exactly where it stands

Escalate cleanly

• Escalate issues beyond your scope with the full picture: customer and company, ticket link, issue description, and what has already been tried

• Participate in daily escalation review with support leadership and the development team

• Remain the customer’s point of contact through escalation until the issue is closed

• Deliver the full scope of the above in both English and Spanish, by phone and in writing

• Translate Spanish-language customer reports into clear technical documentation in English for the rest of the team

• Help adapt customer-facing templates, knowledge base articles, and training material into Spanish

What We’re Looking ForRequired

• Professional fluency in both English and Spanish - spoken and written. You can run a technical troubleshooting call in Spanish and write a clear, correctly spelled ticket note in English.

• 2+ years in a technical support, help desk, or IT support role handling live phone support

• Comfort troubleshooting Windows desktops, networking basics, printers and peripherals, and connected hardware

• Strong documentation habits - you write things down as they happen

• Patience and clarity with non-technical users under pressure, including people whose business is stopped until you fix it

• Ability to own a problem through to resolution without being chased

Nice to Have

• Experience with HubSpot Service Hub / Help Desk or a comparable ticketing platform

• Background in scrap, recycling, waste, aggregates, agriculture, or another scale-based industry

• Experience with truck scales, indicators, payment kiosks, or ATM hardware

• Basic SQL comfort, or experience reading application logs

• Experience debugging web applications

• Prior experience supporting a vertical SaaS product

What Success Looks Like

• First 30 days: You know the ScrapRight application well enough to resolve common issues independently and you are taking live calls in both languages.

• First 90 days: You are a primary point of contact for our Spanish-speaking accounts, your ticket documentation is clean enough to hand off cold, and your escalations arrive complete.

• Ongoing: Strong customer satisfaction scores, accurate ticket hygiene, and customers who ask for you by name.

Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Paid holidays Full-time Monday to Friday Remote, * [Health, Vision, Dental] [PTO and paid holidays] [401(k) with match]