Bilingual Tier 1 Tech Support Technician, English & Spanish

This is a fully remote position, open to applicants in Texas.

📋 Description

• Respond to inbound technical support calls and place outbound calls to customers as necessary.

• Diagnose, investigate, and resolve issues related to customers’ peripherals.

• Work collaboratively with the Contact Center team to deliver professional, friendly, and effective technical support to our partners’ customers.

• Maintain comprehensive documentation of all activities performed on customers’ peripherals.

• Oversee and manage the ticketing system to ensure that support requests are addressed promptly, thoroughly, and effectively.

• Achieve and maintain a 90% quality assurance (QA) rating.

• Participate in ongoing and short-term projects assigned by management.

⛳️ Requirements

• A high school diploma or equivalent qualification.

• Proficiency in both English and Spanish is required.

• Strong verbal and written communication skills.

• In-depth knowledge of computer systems and networks, encompassing the diagnosis and resolution of hardware and network issues.

• Ability to effectively manage time and prioritize various projects.

• A willingness to tackle complex problems and see projects through to their conclusion.

• Preferred: At least 1 year of experience in a technical support position.

• Preferred: At least 1 year of experience in a contact center setting managing high-volume calls.

• Must be capable of sitting for extended periods while using a computer keyboard and/or mouse and viewing a computer screen.

• Regularly required manual dexterity, visual acuity, verbal communication, and auditory skills.

🏝️ Benefits

• Competitive salary along with performance-based bonuses.

• Comprehensive benefits package including medical, dental, vision, and 401(k).

• Generous paid time off (PTO) and travel support.

• Continuous professional development and educational opportunities.