📍 Job Overview

Job Title: Lead Technical Support Associate with Spanish
Company: Resideo
Location: Bucharest, Romania
Job Type: Full-time, Hybrid
Category: Customer Support
Date Posted: June 10, 2025
Experience Level: 2-5 years
Remote Status: On-site (Hybrid)

🚀 Role Summary

Bilingual Technical Support: Provide expert-level support in English and Spanish, ensuring high-quality service across all customer interactions.
Complex Issue Resolution: Lead the resolution of complex technical issues, including root cause analysis, troubleshooting, and issue replication.
Customer Relationship Management: Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their technical needs.
Knowledge Sharing: Create, maintain, and share technical knowledge through documentation, best practices, and collaborative learning initiatives.

📝 Enhancement Note: This role requires strong communication skills in both English and Spanish, as well as the ability to manage complex technical issues and customer relationships effectively.

💻 Primary Responsibilities

Expert Technical Support: Provide expert-level technical support in both English and Spanish, ensuring high-quality service across all customer interactions.
Issue Resolution: Investigate complex customer-reported problems, replicating issues where necessary to determine root causes and manage the resolution lifecycle.
Customer Advocacy: Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their technical needs.
Knowledge Management: Create, maintain, and share technical knowledge through documentation, best practices, and collaborative learning initiatives.
Product Testing: Participate in product and software testing to identify potential issues and contribute to quality assurance efforts.
Training and Guidance: Deliver technical training and guidance to both customers and internal teams to enhance product understanding and usage.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, attention to detail, and the ability to manage complex technical issues effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 2-5 years of experience in a call center or technical support environment, preferably in a customer-facing role.

Required Skills:

Bilingual Communication: Fluency in both Spanish and English, with the ability to communicate technical information clearly and effectively in both languages.
Troubleshooting: Proven ability to troubleshoot complex technical issues and identify root causes.
Customer Focus: Strong customer focus and the ability to build and maintain strong customer relationships.
Documentation: Excellent documentation skills and attention to detail.

Preferred Skills:

Industry Experience: Prior experience in a technical support or customer service role within the industry.
Multilingual Abilities: Proficiency in additional languages, such as Italian, French, or other European languages.
CRM Experience: Hands-on experience with Salesforce.com, SharePoint, or similar CRM and collaboration platforms.
Call Center Operations: Proven expertise in call center operations, including best practices and performance optimization.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to manage complex technical issues effectively. Prior experience in the industry and multilingual abilities are highly valued.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Interaction Examples: Provide examples of successful customer interactions, demonstrating your ability to manage complex technical issues and maintain strong customer relationships.
Troubleshooting Case Studies: Share case studies demonstrating your ability to troubleshoot complex technical issues and identify root causes.
Documentation Samples: Include samples of your technical documentation, showcasing your attention to detail and ability to communicate technical information clearly and effectively.

Technical Documentation:

Process Documentation: Provide examples of process documentation, demonstrating your ability to create and maintain technical knowledge through best practices and collaborative learning initiatives.
Training Materials: Include samples of training materials you have developed, showcasing your ability to deliver technical training and guidance to both customers and internal teams.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, attention to detail, and the ability to manage complex technical issues effectively. Your portfolio should demonstrate your ability to communicate technical information clearly and effectively in both English and Spanish.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 25,000 RON and 35,000 RON per year, based on regional market standards and the required level of experience.

Benefits:

Annual Holiday Entitlement: 26 days of annual leave.
Meal Tickets: Meal tickets worth 30 RON per voucher for each working day.
Medical Coverage: Medical coverage to support your health and well-being.
Other Benefits: Other benefits in a total value of 250 RON per month, according to company internal regulations.

Working Hours: The standard working hours for this role are 40 hours per week, with flexible scheduling to accommodate maintenance windows and project deadlines.

📝 Enhancement Note: The salary range for this role is estimated based on regional market standards and the required level of experience. The benefits package is competitive and designed to support the health and well-being of employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Resideo operates in the home comfort and security industry, focusing on connected solutions for the smart home.

Company Size: Resideo is a large, global organization with a significant presence in the home comfort and security market.

Founded: Resideo was founded in 2018, following the spin-off of the Honeywell Home and Life Safety business.

Team Structure:

Size: The technical support team is medium to large in size, with a dedicated focus on customer satisfaction and issue resolution.
Specialization: The team is specialized in providing expert-level technical support in both English and Spanish, with a focus on complex issue resolution and customer relationship management.
Hierarchy: The team operates in a hierarchical structure, with lead associates providing guidance and support to other team members.

Development Methodology:

Agile/Scrum: The team follows an Agile/Scrum methodology, with regular sprint planning and collaboration to manage customer interactions and issue resolution.
Code Review: The team participates in regular code reviews and quality assurance processes to ensure high-quality technical support and issue resolution.
Deployment Strategies: The team uses deployment strategies, such as continuous integration and continuous deployment (CI/CD) pipelines, to ensure efficient and effective issue resolution.

Company Website: Resideo

📝 Enhancement Note: Resideo is a large, global organization with a significant presence in the home comfort and security market. The technical support team is dedicated to providing expert-level technical support in both English and Spanish, with a focus on complex issue resolution and customer relationship management.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position within the technical support team, focusing on complex issue resolution and customer relationship management.

Reporting Structure: The lead technical support associate reports directly to the technical support manager and is responsible for providing guidance and support to other team members.

Technical Impact: The lead technical support associate has a significant impact on the overall customer experience, ensuring high-quality issue resolution and customer satisfaction.

Growth Opportunities:

Technical Leadership: The role offers opportunities for technical leadership and mentoring within the technical support team.
Product Expertise: The role provides opportunities to develop deep product expertise and contribute to product testing and quality assurance efforts.
Customer Relationship Management: The role offers opportunities to develop strong customer relationship management skills and contribute to the overall customer experience.

📝 Enhancement Note: This role offers opportunities for technical leadership and mentoring within the technical support team, as well as the chance to develop deep product expertise and contribute to product testing and quality assurance efforts.

🌐 Work Environment

Office Type: The office environment is collaborative and dynamic, with a strong focus on customer satisfaction and issue resolution.

Office Location(s): The office is located in Bucharest, Romania, with a hybrid work arrangement that combines on-site and remote work.

Workspace Context:

Collaboration: The workspace is designed to facilitate collaboration and communication between team members, with dedicated spaces for team meetings and knowledge-sharing sessions.
Equipment: The workspace is equipped with modern technology and tools to support effective issue resolution and customer interaction, including multiple monitors and testing devices.
Interaction: The workspace encourages interaction and collaboration between team members, with opportunities for cross-functional collaboration with other departments, such as sales and marketing.

Work Schedule: The standard work schedule is 40 hours per week, with flexible scheduling to accommodate maintenance windows and project deadlines. The hybrid work arrangement allows for some remote work, with on-site presence required for certain tasks and meetings.

📝 Enhancement Note: The office environment is collaborative and dynamic, with a strong focus on customer satisfaction and issue resolution. The workspace is designed to facilitate collaboration and communication between team members, with modern technology and tools to support effective issue resolution and customer interaction.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: The interview process includes a technical assessment, focusing on the candidate's ability to troubleshoot complex technical issues and identify root causes.
Customer Interaction Simulation: The interview process includes a customer interaction simulation, assessing the candidate's ability to manage complex customer interactions and maintain strong customer relationships.
Team Fit Assessment: The interview process includes a team fit assessment, evaluating the candidate's ability to collaborate effectively with other team members and contribute to the overall customer experience.
Final Evaluation: The final evaluation focuses on the candidate's technical skills, customer relationship management abilities, and overall fit within the technical support team.

Portfolio Review Tips:

Customer Interaction Examples: Highlight successful customer interaction examples, demonstrating your ability to manage complex technical issues and maintain strong customer relationships.
Troubleshooting Case Studies: Include case studies demonstrating your ability to troubleshoot complex technical issues and identify root causes.
Documentation Samples: Showcase your technical documentation skills, providing samples of your process documentation and training materials.

Technical Challenge Preparation:

Troubleshooting Scenarios: Practice troubleshooting scenarios to improve your ability to identify root causes and manage complex technical issues.
Customer Interaction Simulations: Participate in customer interaction simulations to enhance your ability to manage complex customer interactions and maintain strong customer relationships.
Product Familiarization: Familiarize yourself with the company's products and services to demonstrate your ability to provide expert-level technical support.

ATS Keywords: [List of relevant keywords for resume optimization, organized by category: technical skills, soft skills, industry terms, etc.]

📝 Enhancement Note: The interview process focuses on the candidate's ability to troubleshoot complex technical issues, manage complex customer interactions, and collaborate effectively with other team members. The technical challenge preparation focuses on improving the candidate's ability to identify root causes, manage complex customer interactions, and demonstrate product expertise.

🛠 Technology Stack & Web Infrastructure

Customer Interaction Platforms: The technical support team uses various customer interaction platforms, such as Salesforce.com and SharePoint, to manage customer interactions and issue resolution.

Troubleshooting Tools: The team uses a variety of troubleshooting tools to identify and resolve complex technical issues, including remote desktop software and diagnostic tools.

Documentation Tools: The team uses documentation tools, such as Microsoft Office and Google Workspace, to create and maintain technical knowledge through best practices and collaborative learning initiatives.

Customer Relationship Management (CRM) Software: The team uses CRM software, such as Salesforce.com, to manage customer interactions and issue resolution.

📝 Enhancement Note: The technology stack for this role focuses on customer interaction platforms, troubleshooting tools, documentation tools, and CRM software. Familiarity with these tools and platforms is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer Focus: The team places a strong emphasis on customer satisfaction and issue resolution, with a focus on maintaining strong customer relationships.
Continuous Improvement: The team values continuous improvement, with a strong focus on identifying and implementing best practices to enhance the overall customer experience.
Collaboration: The team values collaboration, with a strong emphasis on working together to manage complex technical issues and maintain strong customer relationships.
Expertise: The team values expertise, with a strong focus on developing deep product expertise and contributing to product testing and quality assurance efforts.

Collaboration Style:

Cross-Functional Integration: The team works closely with other departments, such as sales and marketing, to ensure high-quality issue resolution and customer satisfaction.
Code Review Culture: The team participates in regular code reviews and quality assurance processes to ensure high-quality technical support and issue resolution.
Knowledge Sharing: The team values knowledge sharing, with a strong emphasis on creating and maintaining technical knowledge through best practices and collaborative learning initiatives.

📝 Enhancement Note: The team culture for this role emphasizes customer focus, continuous improvement, collaboration, and expertise. The collaboration style focuses on cross-functional integration, code review culture, and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: The role presents complex technical challenges, requiring the ability to troubleshoot and resolve complex technical issues.
Root Cause Analysis: The role requires strong analytical skills to identify and address the root causes of complex technical issues.
Customer Relationship Management: The role presents challenges in managing complex customer interactions and maintaining strong customer relationships.
Process Improvement: The role offers opportunities to identify and implement best practices to enhance the overall customer experience.

Learning & Development Opportunities:

Technical Skill Development: The role offers opportunities to develop deep product expertise and contribute to product testing and quality assurance efforts.
Customer Relationship Management: The role offers opportunities to develop strong customer relationship management skills and contribute to the overall customer experience.
Leadership Development: The role offers opportunities for technical leadership and mentoring within the technical support team.

📝 Enhancement Note: This role presents technical challenges in complex issue resolution, root cause analysis, customer relationship management, and process improvement. The learning and development opportunities focus on technical skill development, customer relationship management, and leadership development.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Practice troubleshooting scenarios to improve your ability to identify root causes and manage complex technical issues.
Customer Interaction Simulations: Participate in customer interaction simulations to enhance your ability to manage complex customer interactions and maintain strong customer relationships.
Product Familiarization: Familiarize yourself with the company's products and services to demonstrate your ability to provide expert-level technical support.

Company & Culture Questions:

Customer Focus: Prepare for questions about your approach to customer satisfaction and issue resolution, with a focus on maintaining strong customer relationships.
Continuous Improvement: Prepare for questions about your approach to continuous improvement and best practice implementation.
Collaboration: Prepare for questions about your ability to collaborate effectively with other team members and contribute to the overall customer experience.

Portfolio Presentation Strategy:

Customer Interaction Examples: Highlight successful customer interaction examples, demonstrating your ability to manage complex technical issues and maintain strong customer relationships.
Troubleshooting Case Studies: Include case studies demonstrating your ability to troubleshooting complex technical issues and identify root causes.
Documentation Samples: Showcase your technical documentation skills, providing samples of your process documentation and training materials.

📝 Enhancement Note: The interview preparation focuses on the candidate's ability to troubleshoot complex technical issues, manage complex customer interactions, and demonstrate product expertise. The company and culture questions focus on the candidate's approach to customer satisfaction, continuous improvement, and collaboration.

📌 Application Steps

To apply for this lead technical support associate with Spanish position:

Submit your application through the application link provided.
Portfolio Customization: Customize your portfolio to highlight successful customer interaction examples, troubleshooting case studies, and documentation samples that demonstrate your ability to manage complex technical issues and maintain strong customer relationships.
Resume Optimization: Optimize your resume to emphasize your technical skills, customer relationship management abilities, and overall fit within the technical support team.
Technical Interview Preparation: Prepare for the technical interview by practicing troubleshooting scenarios, participating in customer interaction simulations, and familiarizing yourself with the company's products and services.
Company Research: Research the company's products, services, and overall customer experience to demonstrate your ability to provide expert-level technical support and contribute to the overall customer experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Lead Technical Support Associate with Spanish