KEY RESPONSIBILITIES
1. Customer Support & Communication
• Provide prompt, professional support via email and occasional calls in English and Spanish
• Manage, track, and resolve support tickets using a ticketing system
• Assist clients with onboarding and ensure smooth adoption of the platform
• Deliver product walkthroughs and basic training sessions (EN/ES)
2. Troubleshooting & Coordination Issue
•Perform initial investigations of reported technical issues (user error vs. platform issue)
•Document findings clearly and escalate to technical teams when needed
•Act as a liaison between clients and internal teams, ensuring timely follow-up and resolution
3. Documentation & Knowledge Base
•Maintain and update Spanish-language user guides based on English documentation
•Contribute to improving knowledge base content and support workflows
REQUIREMENTS
Education & Experience
• 1–2 years of experience in customer support or a similar client-facing role
•Bachelor’s degree in business, Communications, IT, or a related field is a plus, but not required
•Relevant work experience may be considered in place of formal education
Skills & Qualifications
•Fluency in Spanish and English (written and spoken)
•Experience in a SaaS or tech environment is a plus
• Familiarity with ticketing systems (e.g. Zendesk, Freshdesk, Jira)
• Strong written communication skills; ability to explain technical concepts clearly
Experience with onboarding or product training is a plus
• Problem-solving mindset and ability to work with technical teams
• Strong organizational skills and ability to work independently in a remote setup
• Reliable internet connection and ability to collaborate with a global team
What We Offer
• Flexible part-time schedule (4 hours/day, afternoon/late afternoon)
•Opportunity to grow into a full-time role based on performance and business needs
•Remote work within an international team
•Training and onboarding support
•Competitive compensation aligned with part-time scope
Skills Required
- 1-2 years of experience in customer support or a similar client-facing role
- Fluency in written and spoken Spanish and English
- Familiarity with ticketing systems such as Zendesk, Freshdesk, or Jira
- Strong written communication skills and ability to explain technical concepts clearly
- Problem-solving ability and ability to work with technical teams
- Strong organizational skills and ability to work independently in a remote setup
- Reliable internet connection and ability to collaborate with a global team
- Experience in a SaaS or technology environment
- Experience with customer onboarding or product training
- Bachelor's degree in business, communications, IT, or a related field
What We Do
Questel is a true end-to-end intellectual property solutions provider serving 20,000 organizations in more than 30 countries for the optimal management of their IP assets portfolio. Whether for patent, trademark, domain name, or design, Questel provides its customers with the software, tech-enabled services, and consulting services necessary to give them a strategic advantage. We use state-of-the-art technology such as artificial intelligence, big data, or blockchain, powered by an unparalleled network of international experts, to optimize the maintenance of any IP asset while streamlining the internal processes of our corporate and law firm clientele. These solutions, when combined with our IP cost management platform, deliver clients an average savings of 30-60% across the entire prosecution budget. Beyond IP, Questel’s mission is to facilitate the development of innovation in an efficient, secure, and sustainable way
