Role Overview
As a Bilingual Technical Support Representative, you'll deliver remote assistance to customers experiencing issues with internet, WiFi, television, and phone services. Your primary responsibility is to diagnose technical problems and guide users through effective solutions using clear, step-by-step support—all in both English and Spanish.
Key Responsibilities
- Respond to customer inquiries via phone and resolve technical issues related to internet connectivity, home WiFi networks, TV equipment, and voice services
- Guide users through setup, configuration, and troubleshooting of modems, routers, set-top boxes, and phone systems
- Identify root causes of service disruptions and implement reliable fixes
- Escalate complex technical cases when needed, while maintaining accountability for resolution and customer satisfaction
- Educate customers on optimizing their home network performance and device configurations
- Document all support interactions, troubleshooting steps, and solutions in internal systems with accuracy and clarity
- Deliver courteous, patient, and professional service during every call
Qualifications
- At least two years of experience in technical support, IT help desk, or ISP customer service
- High school diploma or equivalent
- Fluency in both English and Spanish (reading, writing, and speaking)
- Must be 18 years or older
- Ability to work remotely in a quiet, distraction-free environment
- Reliable high-speed internet connection required
Technical Environment
You'll work with common home networking and communication technologies including WiFi networks, modems, routers, TV streaming devices, VoIP systems, and traditional home phone setups.
Benefits & Support
- 401(k) plan
- Health, dental, and vision insurance
- Paid time off and referral incentives
- Comprehensive paid training and ongoing development
- Employee-exclusive perks and discounts
- Free T-Mobile service
- Child care assistance program
- Access to exclusive employee discount platform
Work Arrangement
This is a fully remote position. You’ll work from home with flexible 24/7 shift availability. Eligible candidates must reside in one of the following states: Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Michigan, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin, or Wyoming.
