Spanish Bilingual Tier 1 Support Agent

Overview

We are seeking a bilingual professional to serve as the primary point of contact for Spanish-speaking customers and partners, while also supporting Australian enquiries. In this role, you will manage Zendesk tickets, resolve financial service enquiries with high attention to detail, and collaborate closely with our Tier 2 support team to ensure high-quality customer outcomes.

Schedule:

• Monday to Friday 10AM to 6PM Sydney, 1 hr unpaid lunch, 40hrs per week.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities

Customer Enquiry Resolution (Tier 1 - Spain)

• Manage and resolve Tier 1 enquiries via Zendesk relating to debts acquired by Arborknot, with a focus on Spanish enquiries.
• Act as a first point of contact for customers, counterparties, debt collection agencies, and legal representatives, ensuring all requests are handled professionally and accurately.
• Respond in Spanish and English as required, with empathy, clarity, and strong attention to detail.
• Resolve common requests such as: Payment questions and settlement enquiries; Account status and balance confirmations; Requests from legal representatives or court-related documentation enquiries; Documentation and information requests; Updating customer/account details (where permitted); Executing internal workflows to resolve enquiries.
• Ensure responses meet required turnaround times, compliance requirements, and quality standards.
• Identify when a case requires deeper investigation, internal coordination, or legal/operational input, and escalate appropriately to Tier 2 with clear and complete case notes.

Zendesk Administration & Case Notes

• Maintain accurate case notes and logs in Zendesk.
• Apply correct tags, macros, categories, and workflow steps.
• Ensure customer records and ticket information are complete and compliant.

Quality, Process & Continuous Improvement

• Follow the companys tone, compliance, privacy, and data handling standards.
• Flag recurring customer issues and suggest improvements.
• Contribute to help-centre articles and internal documentation (especially for Spain workflows).
• Support training and knowledge transfer across the support team.

Requirements

• Excellent written and verbal communication skills in both English and Spanish.
• 2+ years in customer service, ideally within financial services or a regulated environment with strong compliance requirements.
• Experience using Zendesk (or similar ticketing system) to manage enquiry queues
• Experience reviewing and interpreting legal documentation.
• High attention to detail and comfort working with formal documentation.
• Ability to follow multi-step internal workflows accurately and consistently.
• Confident prioritising tasks in a fast-moving environment.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.

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