Bilingual Technical Support Representative (Contact/Call Center)

Job Description

Job Description

Overview

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration , we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

Responsibilities

Ezee Fiber is seeking a bilingual Technical Support Representative (TSR) (Contact/Call Center) to be part of a team of high-energy, customer-oriented professionals. As the first point of contact for customers with service inquiries, TSR will deliver exceptional support with both technical expertise and a commitment to outstanding customer service.

Qualifications

• Understand telecommunications, infrastructure, and backbone technologies.

• Properly analyze and troubleshoot customer issues.

• Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.

• Focus on delivering an exceptional customer service experience and assist customers with technical questions.

• Document Customer Interactions: Accurately document all customer interactions, troubleshooting steps, and resolutions in the company’s CRM.

• Provide Training and Support: Assist in training new team members in technical procedures and customer service best practices.

• Escalate Complex Issues: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.

• Stay Updated on Product Knowledge: Keep current with new service offers, technology updates, and best practices to deliver informed support.

• Participate in Continuous Improvement: Provide feedback to improve processes and enhance the customer experience, contributing ideas for optimizing support workflows.

• Perform other duties as required.