Bilingual Customer Advisor, Technical Support (Residential)

This role is for a customer advisor at Ting Internet, a leading fiber Internet provider in the United States. As a customer advisor, you will be responsible for providing direct assistance to residential customers, resolving their concerns through various communication channels. The role requires strong critical thinking and troubleshooting skills, as well as the ability to communicate proficiently in both English and Spanish. The successful candidate will be organized, detail-oriented, and have a good understanding of networking and VoIP technologies. The majority of roles at Ting Internet are remote-first, allowing for flexibility in work location.

• Provide direct assistance to residential customers to resolve their concerns via Voice, Email, and Chat, both technical and billing oriented.
• Own each help request and treat each customer with care, integrity, and timeliness.
• Document relevant details to assist customers and colleagues in the future.
• Search knowledge base, training materials, and seek solutions from colleagues, seniors, and managers.
• Raise widespread issues or patterns through defined channels.
• Tailor communications to match customers' skill level and conversational style.
• Bilingual in Spanish and English, proficient in oral and verbal communication in both languages.
• Strong critical thinking and troubleshooting skills to resolve issues while maintaining a positive customer experience.
• Ability to work in a fast-paced environment and show persistence, calm, and control under stressful conditions.
• Highly organized, quality-minded, and detail-oriented.
• Warm, friendly, upbeat, and able to establish rapport with customers and colleagues.
• Understand customer needs and ensure they have suitable services.
• Collaborate and share knowledge with peers and others.
• Willingness to learn new technologies and innovations and share knowledge with others.
• Good understanding of networking, including switches, routers, Firewalls, LAN, WAN, TCP/IP, DNS, latency, Wi-Fi, etc.
• Expert level understanding of setting up retail networking devices.
• Solid understanding of VoIP technologies and services.
• Experience with solving hardware and software-related issues.
• Ability to explain technical concepts to customers with limited technical experience.
• IT certifications such as A+, CCNA, CCNP, Network+, MCSE are a plus.
• Basic understanding of various technologies.

• Bilingual in Spanish and English; able to communicate proficiently in both languages
• Strong critical thinking/troubleshooting skills
• Persistence, calm, and control under sometimes stressful conditions
• Highly organized and detail-oriented
• Warm, friendly, and upbeat with excellent communication skills
• Ability to understand customer needs and provide appropriate services
• Collaboration and sharing with peers and colleagues
• Willingness to ask questions and learn new technologies
• Good understanding of networking, including switches, routers, Firewalls, LAN, WAN, TCP/IP, DNS, latency, Wi-Fi, etc.
• Expert level understanding of setting up retail networking devices
• Solid understanding of VoIP technologies and services
• Experience with solving hardware and software related issues
• Ability to explain technical concepts to non-technical customers
• IT certifications such as A+, CCNA, CCNP, Network+, MCSE are a plus
• Focus on Network+ or CCNA is key
• Basic understanding of various technologies (not specified)

• Flexible working hours
• Work from home opportunity
• Suitable space to work with high-speed internet required
• Possibility of visiting the office or participating in community events
• Hourly pay based on an annualized range of $41,740 - $49,100
• Total rewards offering including fair compensation and generous benefits
• Commitment to protecting the open Internet, narrowing digital divide, and supporting fairness and equality
• Commitment to inclusion and celebrating diversity
• Reasonable accommodation for individuals with disabilities
• Opportunity to learn more about Tucows culture and employee benefits