BioTrack Is Hiring A Bilingual Tier 1 Technical Support Representative

Join Our Team as a Bilingual Tier 1 Technical Support Specialist at BioTrack!

Engage with innovative healthcare, cannabis, and government software solutions while providing exceptional support in a dynamic industry.

Company & Role Overview 🌐

At BioTrack, we deliver cutting-edge software solutions, proprietary data, and predictive analytics to enhance the operational, clinical, and financial performance of our clients across healthcare, cannabis, and government sectors. Our advanced platform facilitates seamless data ingestion, processing, and delivery, ensuring high-quality, connected data with strict security and privacy compliance. We are redefining standards in analytics, insights, and product delivery.

Position: Bilingual Tier 1 Technical Support Specialist 💬

As a Bilingual Tier 1 Technical Support Specialist, you will assist our existing clients primarily via phone and email within a fast-growing, innovative software company operating in a vibrant industry. Your role involves supporting daily operations within our Client Services department, prioritizing a customer-first approach and contributing to building something extraordinary while delivering top industry support.

Essential Job Duties 🧑‍💻

• Provide remote support and guidance on best practices (e.g., plant harvesting, inventory conversion, wholesale transfers).
• Install, test, and configure new workstations, peripherals, and software tools.
• Utilize our ticketing system (Salesforce) to monitor, escalate, and resolve customer issues efficiently.
• Assist customers with troubleshooting software problems and suggest actionable solutions.
• Collaborate with team members and industry experts to tackle complex challenges.
• Maintain detailed records and notes for each customer account handled.
• Apply excellent customer service and dispute resolution skills to build strong client relationships.
• Provide support documentation and recommend process improvements.
• Identify strategies to improve company profitability and customer satisfaction.

Training Responsibilities 🎓

• Serve as the primary trainer for Puerto Rico, ensuring comprehensive onboarding for new and existing employees.
• Develop, update, and deliver engaging training materials, including manuals, presentations, and video tutorials.
• Work closely with management to identify training needs and enhance training programs.
• Stay current on product updates and company policies to ensure training relevance.
• Support new team members through thorough technical and customer service training.

Minimum Qualifications ✅

• Fluent in Spanish (spoken, written, and technical communication) to serve Latin & South American clients effectively.
• Experience in technical support and customer service roles.
• SQL knowledge is a plus for troubleshooting and data analysis.
• Hardware experience (e.g., label printers, receipt printers, scales, scanners) is preferred.
• Strong problem-solving, multitasking, and time management skills, especially in fast-paced environments.
• Detail-oriented with excellent follow-up abilities.
• Proficient in tech support concepts, customer service best practices, and web-based tools.
• Self-motivated, team-oriented, and adaptable to change.

What We Offer 🎁

• Competitive and comprehensive benefits package, including medical, vision, dental, Short-Term Disability, and life insurance.
• Paid Time Off (PTO) and Sick Time policy.
• Remote work environment supporting work-life balance.

Equal Opportunity & Inclusion 🌎

Thank you for your interest in joining BioTrack! We are an Equal Employment Opportunity employer. Employment decisions are made based on merit and business needs, without regard to race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, disability, military service, pregnancy, or any protected classification under applicable laws. Reasonable accommodations are available for qualified individuals with disabilities upon request. This policy applies to all employment practices, including recruitment, hiring, compensation, benefits, discipline, transfer, and termination.