Job Description
About the position 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. Benefits • Paid training • Temp-to-hire opportunity based on performance Apply tot his job