Bilingual Customer Service Representative

AV Staffing Solutions • Plainview, NY

23h • Remote

About The Position

This is a fully remote role for a Bilingual Customer Service & Technical Support Representative (Spanish/English) supporting an IT implementation company's new Call Center. The call center operates 365 days a year, 24/7. The position involves providing excellent customer service via phone and chat in both Spanish and English, greeting customers, verifying accounts, and showing empathy. Key responsibilities include troubleshooting internet, Wi-Fi, and basic device issues (Level 1–2 support), utilizing tools like Freshdesk, Sonar CRM, and other internal systems, accurately documenting all interactions, and escalating complex issues to senior technicians when necessary. Recent Computer Science, IT, or related graduates are encouraged to apply. The role offers remote work within a customer-focused, remote-friendly team, providing an opportunity to develop both customer service and technical support skills in a supportive environment.

Requirements

• Fluent Spanish & English (spoken and written)
• 1+ year of customer service experience
• Comfortable with basic technical troubleshooting (internet/Wi-Fi/devices)
• Strong typing and multitasking skills (navigate multiple systems while assisting customers)
• Professional, patient, and calm with upset or frustrated customers
• Willing to work overnights, weekends, and rotating schedules in a 24/7 environment
• Must live in NY State or Florida (prefer close to Plainview, NY or Ocala, FL area)
• Reliable wired internet and a quiet, distraction-free workspace

Nice To Haves

• Recent Computer Science, IT, or related grads are strongly encouraged to apply
• Call center/help desk experience preferred

Responsibilities

• Provide excellent customer service via phone and chat in Spanish and English
• Greet customers, verify accounts, listen carefully, and show empathy
• Troubleshoot internet, Wi-Fi, and basic device issues (Level 1–2 support)
• Use tools such as Freshdesk, Sonar CRM and other internal systems
• Document all interactions accurately and follow procedures/SLAs
• Escalate complex issues to senior technicians when needed

Benefits

• Remote work with a customer-focused, remote-friendly team
• Opportunity to build both customer service and technical support skills
• Supportive team environment
• Overtime available
• Paid training

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees