Technical Support Representative

Sonic Internet + Phone•San Francisco, CA

11h•Remote

About The Position

Technical Support Representatives provide customer support and technical issue resolution by phone, email, SMS, and other electronic channels. They deliver knowledgeable, high-quality support through strong communication and a customer-focused approach. The role includes configuring customer equipment or software for internet access, troubleshooting Sonic connectivity, email, and webhosting issues, collaborating with colleagues to resolve problems, and handling internal technical support tickets. The position is remote and requires reliable home internet or Wi-Fi and a quiet workspace. Spanish bilingual ability is identified as highly preferred, while the posting also separately says “Must be Bilingual (Spanish)!”

Requirements

Ability to think logically and solve problems.
Friendly, can-do attitude.
Eagerness to learn.
Strong sense of urgency and self-motivation, with the ability to work in a fast-paced environment.
Effective verbal and written communication skills.
Interest in computers and the internet.
Ability to manage competing priorities and maintain accurate notes and data entry.
Excellent customer service skills and a desire to help create a positive customer experience.
Reliable home internet/Wi-Fi and a quiet space to work from home.
Bilingual in Spanish; the posting also describes this as highly preferred.

Nice To Haves

Bilingual in Spanish (described as highly preferred in the qualifications).

Responsibilities

Provide customer support and technical issue resolution by phone, email, or SMS.
Configure customer equipment and/or software to connect to the internet.
Troubleshoot and resolve customers’ Sonic connectivity, email, and/or webhosting issues.
Collaborate with other employees to research and resolve issues.
Resolve tickets generated by staff with technical requests or problems to maintain productivity.
Provide industry-leading customer care.