Bilingual Tier 1 Tech Support Technician (English & Spanish)

RemoteOnsiteFull TimeEntry-level (exp-based)Posted 1 month agoVisa sponsorship availableHidden Gem · Himalayas

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Required skills

English
Spanish
computer systems
networks
hardware
network functionalities
prioritization
ticketing queue
QA ratings

Nice to have

technical support
contact center
high volume calls

Role summary

JSI is seeking a bilingual Tier 1 Tech Support Technician to join their Contact Center team. This role focuses on expanding broadband and telecommunications initiatives. Responsibilities include answering inbound calls, troubleshooting customer peripheral issues, managing the ticketing queue, and maintaining quality assurance ratings. The position requires fluency in English and Spanish, proficiency in computer systems and networks, and strong time management and problem-solving skills. Preferred qualifications include experience in technical support and a contact center environment.

JSI invites you to join our team as abilingual Tier 1 Tech Support Technician on our Contact Center team, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization. Position Overview: As a bilingual Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’ peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners’ customers in a professional, friendly and efficient manner. Your weekly work schedule will consist of four, 10-hour days, typically including one weekend day.

Responsibilities

Provide essential Tier 1 support to customers in a professional and customary manner.
Answer inbound tech support calls and make outbound calls to customers as needed.
Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
Keep detailed notes of all work performed on customers’ peripherals.
Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
Maintain 90% QA (quality assurance) ratings.
Work on other ongoing and short-term projects as outlined by management.

Qualifications

Required Qualifications:

High school diploma or equivalent.
Fluency in English and Spanish required.
Excellent communication, both verbal and written.
Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
Ability to manage time and effectively prioritize numerous projects at one time.
Willingness to solve complicated problems and see projects through to completion.

Preferred Qualifications:

1+ years of experience in a technical support role.
1+ years of experience in a contact center environment handling high volume of calls.

Physical Requirements/Working Conditions:

Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.

Benefits and Compensation

Competitive salary + performance-based bonuses.
Comprehensive benefits package (medical, dental, vision, 401(k)).
Generous PTO and travel support.
Ongoing professional development and educational opportunities.

Originally posted on Himalayas

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