Technical Account Representative, LATAM (in Boulder, CO)

Boulder, Colorado, United States Full-time

Duda Inc. (dudamobile.com) is looking for a Spanish-speaking Technical Account Representative to provide support to our Latin American (LATAM) market. If you are passionate about enabling customer success, providing superior relationship management, and have great communication skills and solid knowledge of HTML/CSS, then we want to hear from you!

As our Technical Account Representative, you will act as the voice of the customer within Duda to escalate problems and drive prioritization of business needs for our customers. You will also help drive product adoption, share best practices, onboard and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers.

As part of our Customer Success team, you will be the primary technical support contact for Duda’s customers in LATAM. You may also work closely with our leadership team on sales and business development opportunities.

We are looking for someone who can analyze, solve and communicate both verbally and in writing about technical details in both Spanish and English. This is an ideal position for a “people person” who likes to develop strategic relationships with customers.

Your responsibilities will include: 

  • Resolving and responding to customer support inquiries quickly and accurately via chat, phone and email in Spanish and English as required.
  • Researching and handling escalated issues identified by customers, sales managers or other customer support agents.
  • Engaging each managed account to ensure that every Duda functionality and offering is being leveraged, maximizing the value of each Duda subscription.
  • Writing and maintaining support site documentation when new features are added.
  • Frequently conducting and coordinating training operations with client teams.

Requirements:

  • Verbal and written fluency in both Spanish and English is a MUST (Portuguese is a plus).
  • Customer oriented: You "own" the customer's problems and are able to solve inquiries effectively and efficiently.
  • Knowledge of HTML/CSS with a good understanding how websites are structured.
  • 2-5 years experience providing exceptional customer support
  • Ability to match client’s business requirements with product capabilities
  • Positive, self-motivated solution-finder who is team-oriented and able to multitask.
  • Excellent interpersonal skills, communication, and leadership skills that build positive relationships with other team members, including cross-cultural teams
  • In this full-time, exempt position, working hours should coincide with Duda’s main market in LATAM.
  • Ability to travel domestically and internationally from time to time.

About Duda

Duda is made up of of intelligent, driven people who enjoy working in a collaborative environment and have a strong sense of individual accountability. Due to the dynamic nature and growth of our business, our work style is both creative and business-minded. We also offer top-tier health benefits, an education reimbursement fund and flexible schedules, including unlimited PTO/vacation and work from home Fridays.

Based in Palo Alto, California, (with offices in Colorado, Israel and the UK), Duda is a leading white label responsive website builder for agencies and web professionals that serve small businesses. Over 9 million sites have been created on the Duda platform. We have partnered with some of the biggest tech and media players across North America, EMEA and LATAM. The company was ranked 224 in Deloitte’s Fast 500 list for 2016, and is named as one of Google’s Preferred Website Builders.