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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