Bilingual Technical Support/Customer Service Agent

$35,360 - $39,520/Yr

A.W. Companies - South Elgin, IL

Full-time - Entry Level

Remote - South Elgin, IL

Administrative and Support Services

About the position

We are seeking a dedicated and skilled Bilingual Technical Support/Customer Service Agent to provide exceptional customer support to our clients in both English and Spanish. This role involves addressing customer inquiries, resolving technical issues, and ensuring a high level of satisfaction. The ideal candidate will have strong communication skills and a solid understanding of technical support processes, with opportunities for career advancement into Team Lead or Supervisor positions.

Responsibilities

• Respond to end-user requests in English & Spanish via telephone, online (chat, email, social media) regarding billing, equipment, service offerings, and technical issues.
• Follow up with proper documentation.
• Address client/customer requests or inquiries and collaborate with other departments to resolve reported problems.
• Maintain working knowledge of all company products and services.
• Complete service orders, trouble tickets, and handle customer requests in a timely manner.
• Utilize third-party and stand-alone software to resolve customer inquiries and issues.
• Maintain confidentiality of customer information.
• Maintain proper documentation in customer files.

Requirements

• Proficient in both written and verbal communication in English and Spanish.
• Minimum of 1 year of previous help desk customer service experience in a phone or multi-channel online environment.
• Minimum of 1 year of previous internet, cable, or telecommunications technical support/help desk experience, including DSL, Ethernet, and Cable Modem Connections preferred.
• High school diploma or equivalent; college degree preferred.
• Strong proficiency in computers with an emphasis on internet connectivity and networking.

Nice-to-haves

• Experience in a fast-paced, dynamic work environment.
• Ability to work independently and manage time effectively.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off (PTO)
• Paid holidays
• Referral program