Bilingual Help Desk Representative

The Bilingual Customer Support Representative serves as the primary point of contact for customers requiring both technical assistance and account support. This role combines call center customer service with first-level technical troubleshooting, ensuring customers receive prompt, accurate resolutions while delivering an exceptional service experience in both English and Spanish., * Handle inbound customer calls and emails in both English and Spanish, providing exceptional customer service and technical support

• Troubleshoot common technical issues, identify root causes, and resolve or escalate issues as appropriate

• Assist customers with account inquiries, policy-related questions, and service requests

• Document customer interactions, troubleshooting steps, and resolutions accurately within company systems

• Collaborate with internal departments to ensure timely issue resolution and a seamless customer experience

• Meet quality, productivity, and customer satisfaction goals while maintaining professionalism on every interaction

• Bilingual in English and Spanish (verbal and written communication)

• 2+ years of call center or contact center customer service experience

• 1+ year of technical support, IT help desk, or troubleshooting experience

• Strong problem-solving skills with the ability to explain technical concepts to non-technical customers

• Excellent communication, active listening, and customer service skills

• Strong attention to detail with accurate documentation and data entry skills

• Proficiency with Microsoft Office Suite and CRM, ticketing, or customer management systems

• Ability to complete in-person training and work onsite full-time

CORE TOOLS & SYSTEMS

• Microsoft Excel, Word, and Outlook

• CRM or customer management systems

• Help desk or ticketing systems

• Multi-line phone systems and call management software

PREFERRED SKILLS

• Experience supporting internet, telecommunications, technology, or software products

• Previous experience in a technical call center or help desk environment

• Experience using remote troubleshooting tools or knowledge base systems

• Ability to remain calm under pressure while managing multiple priorities