Bilingual Spanish/English Customer Service Representative Remote, Overnight
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
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