Provides bilingual, front-line technical support to life insurance advisors and platform users through phone, email, online requests, JIRA work orders, and Zoom sessions. Troubleshoots issues, identifies root causes, documents resolutions, meets service-level agreements, escalates complex problems, and coordinates with internal teams and partners. Requires strong customer service, communication, analytical, problem-solving, workload-management, and critical-thinking skills, plus flexibility for rotating shifts and occasional office visits.