Bilingual Technical Support Representative (Contact/Call Center)

Ezee Fiber•Houston, TX

About The Position

Ezee Fiber is seeking a Bilingual Technical Support Representative (TSR) (Contact/Call Center) to be part of a team of high-energy, customer-oriented professionals. As the first point of contact for customers with service enquiries, TSR will deliver exceptional support with both technical expertise and a commitment to outstanding customer service.

Requirements

High school diploma or equivalent
One-to-three-year proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
Bilingual required (fluent in Spanish).
Excellent communication and interpersonal skills.
Analytical mindset with the ability to leverage data for decision-making.
Proficiency in using 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.

Responsibilities

Understand telecommunications, infrastructure, and backbone technologies.
Properly analyze and troubleshoot customer issues.
Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.
Focus on delivering exceptional customer service experience and assist customers with technical questions.
Document Customer Interactions: Accurately document all customer interactions, troubleshooting steps, and resolutions in the company’s CRM.
Provide Training and Support: Assist in training new team members in technical procedures and customer service best practices.
Escalate Complex Issues: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.
Stay Updated on Product Knowledge: Keep current with new service offers, technology updates, and best practices to deliver informed support.
Participate in Continuous Improvement: Provide feedback to improve processes and enhance the customer experience, contributing ideas for optimizing support workflows.
Perform other duties as required.