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Ezee Fiber · 1 month ago

Bilingual Technical Support Representative (Contact/Call Center)

Houston, TX

Full-time

Onsite

Entry Level

1+ years exp

Ezee Fiber is seeking a Bilingual Technical Support Representative (TSR) to join their team of high-energy, customer-oriented professionals. The TSR will serve as the first point of contact for customers, delivering exceptional technical support and outstanding customer service.

InternetTelecommunicationsWired Telecommunications

No H1B

Responsibilities

Understand telecommunications, infrastructure, and backbone technologies

Properly analyze and troubleshoot customer issues

Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends

Focus on delivering exceptional customer service experience and assist customers with technical questions

Document Customer Interactions: Accurately document all customer interactions, troubleshooting steps, and resolutions in the company’s CRM

Provide Training and Support: Assist in training new team members in technical procedures and customer service best practices

Escalate Complex Issues: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary

Stay Updated on Product Knowledge: Keep current with new service offers, technology updates, and best practices to deliver informed support

Participate in Continuous Improvement: Provide feedback to improve processes and enhance the customer experience, contributing ideas for optimizing support workflows

Perform other duties as required

Qualification

Technical SupportBilingual (Spanish)Telecommunications KnowledgeCRM DocumentationMicrosoft Office SuiteAnalytical MindsetMultitaskingCommunicationAdaptabilityAttention to Detail