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Bilingual Customer Support Representative - Spanish (Evening Shift)

About the Role:

As a Customer Support Representative, you will work with our customers on a daily basis to respond to various requests, questions and issues.  This is an entry level role requiring strong empathy for users and a lot of patience.  A strong technical acumen will prove very helpful in your growth and ability to succeed in this role.  You will work with a variety of users and collaborate intimately with the product, customer success and sales teams.  The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. This position is for the “evening shift” which is 12pm - 8pm ET (11am -7pm PT), this position can be remote so working hours will vary accordingly. 



  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries via email, phone and other digital communications.
  • Engage and build customer loyalty by delivering above-and-beyond hospitality 
  • Knowing our products inside and out so that you can answer questions and provide use case suggestions.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.


Experience Profile: relevant past experience (Requirements)

  • Bachelor’s degree
  • 0-2 years of customer facing experience
  • Strong written and verbal communication skills in both English and Spanish.
  • Excellent organizational, presentation and communication skills.
  • Basic SQL knowledge and/or willingness to learn is strongly preferred. 
  • Proficiency in working with Microsoft Office, particularly Excel. 
  • Experience in G-Suite (Google Docs, Gmail) a plus.
  • Nice to have: strong technical background or curiosity. 
  • Nice to have: Hospitality, or training/onboarding experience.



ALICE is the all-in-one solution that enables hotel staff to do the most impactful work without all the guesses. Since the company was founded in 2013, ALICE has gained significant traction in the industry, working with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, and Hyatt Hotels Corporation. ALICE is the 2019 Forbes Travel Guide Brand Official Staff Technology Platform, an Inc. Best Workplaces of 2019, winner of Best Concierge Software, and Finalist for Staff Collaboration, Housekeeping, Facilities Maintenance Management, and Preventative Maintenance software at the 2020 HotelTechAwards

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