Bilingual Technical Support Representative (Contact/Call Center)

Ezee Fiber • Houston, TX

4d

About The Position

Ezee Fiber is seeking a bilingual Technical Support Representative (TSR) for its contact/call center team. The TSR is a first point of contact for customers with service inquiries and provides technical support and customer service. The role involves understanding telecommunications, infrastructure, and backbone technologies; analyzing and troubleshooting customer issues; and documenting customer interactions, troubleshooting steps, and resolutions in the company CRM. The representative also supports training new team members, escalates complex issues to technical support or engineering teams, stays informed about service offers and technology updates, and contributes feedback to improve support processes and customer experience. A flexible schedule is required to meet company demands, including evenings, third shifts, and weekends.

Requirements

• High school diploma or equivalent.
• One to three years of proven experience in technical support roles.
• Fluency in Spanish; bilingual proficiency is required.
• Excellent communication and interpersonal skills.
• Analytical mindset and ability to leverage data for decision-making.
• Proficiency in software and Microsoft Office Suite.
• Ability to adapt to a fast-moving and changing environment.
• Ability to work independently.
• Excellent multitasking, prioritization, and time management abilities.
• Strong attention to detail and organizational skills.
• Must be legally authorized to work in the United States and must not require current or future employment visa sponsorship.

Nice To Haves

• Technical support experience in the telecommunications or FTTH industry.

Responsibilities

• Understand telecommunications, infrastructure, and backbone technologies.
• Analyze and troubleshoot customer issues.
• Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.
• Deliver exceptional customer service and assist customers with technical questions.
• Accurately document customer interactions, troubleshooting steps, and resolutions in the company CRM.
• Assist in training new team members in technical procedures and customer service best practices.
• Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.
• Stay current with new service offers, technology updates, and best practices.
• Provide feedback and ideas to improve processes, customer experience, and support workflows.
• Perform other duties as required.

Benefits

• Competitive compensation package.
• Comprehensive medical, dental, and vision benefits.
• Employee Assistance Program (EAP).
• 401(k) with company match.
• Paid time off and other generous benefit programs.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED