Customer Service Representative Bilingual - Spanish Englishfor new Call Center

New and Exciting Opportunity : Join Our 24 / 7 Growing CallCenter!

AboutUs :

Join a technology companys teamdedicated to providing topnotch customer service in a dynamic andengaging work environment.

This company is seeking a motivated andcustomer servicesavvy individual to help their customers overcometheir internetrelated challenges with confidence andprofessionalism.

Our call center is expandingoffering exciting new opportunities and operates 24 / 7 ideallyrequiring flexibility to work weekends evening shifts andovernights.

JobSummary :

As a Level 1 CustomerService Representative who is bilingual (Spanish / English) you willserve as the initial point of contact for customers seekingtechnical help.

Your responsibilities will include troubleshootingproblems offering effective solutions and ensuring customersatisfaction using tools like Fresh Desk Sonar and other advancedplatforms.

KeyResponsibilities :

CustomerSupport :

• Provideoutstanding customer service to users experiencing internetrelatedtechnical difficulties.
• Respond quickly andprofessionally to incoming calls emails and supporttickets.
• Diagnose and resolve issues related tointernet connectivity service disruptions and accountmanagement.
• Guide customers through stepbysteptroubleshootingprocedures.

TicketManagement :

• Use FreshDesk to log track and prioritize customer inquiries and technicalissues.
• Accurately document customerinteractions and solutions in the ticketingsystem.
• Efficiently manage ticket queues tomeet service level agreements(SLAs).

TechnicalExpertise :

• Access andupdate customer information using SonarCRM.
• Utilize platforms like Rancid TacacsRadius LibreMS GenieACS Ruckus SmartZone Controller and Unifi forcomprehensive support.
• Stay updated on productfeatures system updates and industry bestpractices.

EscalationandCollaboration :

• Escalatecomplex technical issues to higher support levels whennecessary.
• Collaborate with network operationsengineering and IT support teams to resolve escalatedissues.
• Provide customers with status updatesand ensure timely issueresolution.

QualityAssurance :

• Followestablished procedures and service standards to deliver highqualitysupport.
• Participate in quality assuranceactivities including call monitoring and ticket reviews to enhanceservicedelivery.

Qualifications :

• BilingualSpanish and English
• Associates degree Bachelorsdegree or relevant work experience.
• Previousexperience in a customer service role ideally in a call center orhelp desk environment.
• Basic troubleshootingskills for internet connectivity computers anddevices.
• Proficiency in using ticketing systemslike Fresh Desk and CRM systems such asSonar.
• Ability to efficiently troubleshoot andresolve technical issues.
• Familiarity withnetworking concepts.
• Excellent verbal andwritten communication skills with a focus on customersatisfaction.
• Ability to work collaborativelyin a team environment and adapt to a fastpacedsetting.

Summary ofShifts :

• These arerotating shifts to support customers 24 / 7 and requireflexibility.
• Work hours vary and can be subjectto changes based on businessrequirements.

Why YoullLove Working With ThisCompany :

• Join asupportive and collaborative team.
• Accessongoing learning and development opportunities to enhance yourskills.

Ready to Make aDifference

If youre passionate abouthelping customers and looking to grow your career we want to hearfrom you. Apply now to join this team and take the next step inyour professional journey!

This positionoffers an hourly rate of $15 18 and is a temptohire opportunitybased on performance.