Bilingual Technical Support Representative (Contact/Call Center)

Job Description

Job Description

Overview

At Ezee Fiber, our value lies in delivering Speed, Simplicity, and Service in everything we do. We empower our employees to move fast, work smart, and serve customers with excellence. Whether in the field, in the office, or behind the scenes, every team member plays a vital role in helping us provide fast, reliable, and straightforward connectivity solutions to the communities we serve. We are committed to building a culture of accountability, innovation, and customer focus—where everyone contributes to making Ezee Fiber the easiest and most trusted fiber provider in the industry.

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 enquiries, 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 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.