About the position
The Bilingual Spanish/English Customer Service Representative is a remote position focused on providing exceptional customer support for internet-related issues. This role involves troubleshooting, managing customer inquiries, and ensuring high-quality service in a 24/7 call center environment. The representative will work overnight shifts and rotating weekends, utilizing various tools to assist customers effectively.
Responsibilities
• Provide timely and professional assistance to customers experiencing technical difficulties related to internet services.
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• Respond to chats, support tickets, and emails efficiently, helping customers resolve connectivity and account issues.
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• Offer step-by-step troubleshooting for internet and device-related problems.
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• Use Fresh Desk to log and track customer interactions and manage inquiries within service level agreements (SLAs).
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• Access and update customer accounts using Sonar CRM and utilize networking tools for support.
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• Escalate unresolved technical issues to higher-level support as needed and collaborate with network operations and IT teams for complex troubleshooting.
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• Participate in quality assurance activities to improve customer service.
Requirements
• Bilingual (Spanish/English) required.
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• 3+ years of customer service experience, preferably in a call center.
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• Familiarity with internet troubleshooting, networking concepts, and ticketing systems (Fresh Desk, Sonar CRM).
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• Strong written and verbal communication skills.
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• Ability to work overnight shifts, weekends, and rotating schedules.
Nice-to-haves
Benefits
• Paid training
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• Temp-to-hire opportunity based on performance