Spanish Bilingual Technical Support Representative
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• Assist customers with internet service, connectivity, equipment, and account concerns.
• Troubleshoot and resolve technical issues efficiently.
• Provide clear and professional support in both Spanish and English.
• Handle escalated concerns while maintaining empathy and professionalism.
• Recommend appropriate services, upgrades, or solutions when applicable.
• Accurately document customer interactions and troubleshooting steps.
• Meet customer satisfaction, quality, and productivity targets.
• Navigate multiple systems while assisting customers. Who you are? Required
Qualifications:
• At least 1 year of Technical Support experience, specifically from an Internet Service Provider (ISP) account.
• Fluent Spanish and strong English communication skills, both written and verbal.
• At least 1 year of experience in a call center/BPO environment.
• High school diploma or equivalent.
• Strong technical troubleshooting and problem-solving skills.
• Strong interpersonal and communication skills, with the ability to de-escalate and resolve customer concerns.
• Customer-first mindset with a focus on providing excellent technical support and service.
• Experience using CRM tools, ticketing systems, and basic computer applications.
• Ability to troubleshoot internet connectivity, Wi-Fi, modem/router, and other basic ISP-related technical concerns.
• Ability to meet performance, productivity, quality, and customer satisfaction targets.
• Ability to multitask across multiple systems while maintaining accuracy.
• Willingness to work onsite and adapt to rotating or flexible schedules.
• Ability to remain professional, adaptable, and positive in a fast-paced environment. Preferred Qualifications
• 2 or more years of BPO or call center experience.
• Previous experience supporting internet, broadband, telecommunications, or ISP services.
• Previous experience handling technical escalations or complex customer concerns.
• Experience with billing inquiries, service upgrades, retention, and objection handling.
• Previous back-office, data entry, or documentation experience.
• Knowledge of customer retention strategies and techniques.
• Strong attention to detail and accuracy when reviewing customer and account information.
• Ability to manage multiple tasks and prioritize effectively. Who we are?
• unifyCX is a global Business Process Outsourcing company with operations across the U.
S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide contact center, business processing, and technology outsourcing solutions to clients worldwide.
At unifyCX, we use innovative technology and AI solutions to enhance customer experience and operational efficiency.unifyCX is a certified minority-owned business and an Equal Opportunity Employer (EOE) that welcomes diversity.
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