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. ,
- Respond to chats, support tickets, and emails efficiently, helping customers resolve connectivity and account issues. ,
- Offer step-by-step troubleshooting for internet and device-related problems. ,
- Use Fresh Desk to log and track customer interactions and manage inquiries within service level agreements (SLAs). ,
- Access and update customer accounts using Sonar CRM and utilize networking tools for support. ,
- Escalate unresolved technical issues to higher-level support as needed and collaborate with network operations and IT teams for complex troubleshooting. ,
- Participate in quality assurance activities to improve customer service.
- Requirements
- Bilingual (Spanish/English) required. ,
- 3+ years of customer service experience, preferably in a call center. ,
- Familiarity with internet troubleshooting, networking concepts, and ticketing systems (Fresh Desk, Sonar CRM). ,
- Strong written and verbal communication skills. ,
- Ability to work overnight shifts, weekends, and rotating schedules.
Nice-to-haves
- Benefits
- Paid training ,
- Temp-to-hire opportunity based on performance
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