Bilingual Spanish/English Customer Service Representative Remote, Overnight

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