Bilingual Spanish/English Customer Service Representative Remote, Overnight

Full-time - Entry Level

Remote - Plainview, NY

Professional, Scientific, and Technical Services

About the position

The Bilingual Spanish/English Customer Service Representative is a remote position focused on providing exceptional customer support for internet-related issues. This role involves troubleshooting, managing customer inquiries, and ensuring high-quality service in a 24/7 call center environment. The representative will work overnight shifts and rotating weekends, utilizing various tools to assist customers effectively.

Responsibilities

• Provide timely and professional assistance to customers experiencing technical difficulties related to internet services.
• Respond to chats, support tickets, and emails efficiently, helping customers resolve connectivity and account issues.
• Offer step-by-step troubleshooting for internet and device-related problems.
• Use Fresh Desk to log and track customer interactions and manage inquiries within service level agreements (SLAs).
• Access and update customer accounts using Sonar CRM and utilize networking tools for support.
• Escalate unresolved technical issues to higher-level support as needed and collaborate with network operations and IT teams for complex troubleshooting.
• Participate in quality assurance activities to improve customer service.

Requirements

• Bilingual (Spanish/English) required.
• 3+ years of customer service experience, preferably in a call center.
• Familiarity with internet troubleshooting, networking concepts, and ticketing systems (Fresh Desk, Sonar CRM).
• Strong written and verbal communication skills.
• Ability to work overnight shifts, weekends, and rotating schedules.

Benefits

• Paid training
• Temp-to-hire opportunity based on performance