Benjamin Rosas
@benjaminrosas
Bilingual customer support specialist providing EN/FR technical troubleshooting, onboarding, and team coaching for fast-paced SaaS platforms.
GuatemalaWhat I'm looking for
I’m a bilingual Customer Support professional with 6+ years delivering high-quality support in English and French across international SaaS platforms. I specialize in technical troubleshooting, onboarding, customer success, and customer-facing problem solving that keeps CSAT strong in high-volume environments.
I’m recognized as a top performer, trainer, and team leader, with hands-on experience guiding customers through complex account and verification processes. I help merchants with device configuration and platform features to improve operational efficiency and reduce recurring issues.
In leadership roles, I’ve coached and trained 10+ French-speaking customer support agents, monitoring performance metrics and quality assurance to ensure consistent service delivery. I also analyzed operational data to identify improvement opportunities and optimize team workflows.
I’ve supported website creation and e-commerce solutions, including Wix use cases like booking systems and event pages. I maintain accurate documentation of interactions and solutions to support knowledge sharing and service consistency.
Experience
Work history, roles, and key accomplishments
Provided high-volume customer support to Square sellers, maintaining high CSAT while resolving complex technical issues. Guided merchants through device configuration and platform features to improve operational efficiency and reduce recurring issues.
Supervised and coached 10+ French-speaking customer support agents, monitoring performance metrics to ensure high service quality. Analyzed operational data to identify improvement opportunities and optimize team workflows.
Delivered onboarding training for new French-speaking support agents to ensure readiness for production environments. Provided real-time coaching and improved training materials to speed onboarding and strengthen service quality.
Provided bilingual (EN/FR) customer support to Wix users, resolving billing and technical issues while maintaining high CSAT. Assisted customers with building websites and troubleshooting platform functionality, documenting solutions for consistency.
Handled customer inquiries for vehicle reservations and booking management in a fast-paced environment. Provided guidance on rental options and pricing while maintaining accurate service documentation and resolving high-volume requests.
Allied Global Customer Rep
Allied Global
Mar 2018 - Jan 2019 (10 months)
Provided customer service support for promotions and service cards, consistently exceeding service KPIs after onboarding. Resolved mobile device issues through troubleshooting to ensure efficient customer outcomes.
Education
Degrees, certifications, and relevant coursework
Alliance Française de Guatemala
French Language Studies
2019 - 2024
Completed French language studies from 2019 to 2024 at Alliance Française de Guatemala.
KINAL
IT Studies
Studied IT topics related to building websites (including e-commerce stores) and troubleshooting platform technical issues.
Galileo University
Business Administration
Studied Business Administration at Galileo University.
Availability
Location
GuatemalaAuthorized to work in
Job categories
Skills
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