Bilingual Customer Support Specialist (EN/ES)

Wi-Fiber, Inc.; Kennewick (WA); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA options

PTO / paid sick leave

Retirement benefits

Paid holidays

Job summary

Wi-Fiber, Inc. is seeking a bilingual English/Spanish customer support associate to assist walk-in and remote customers with billing, scheduling, service questions, and Tier 1 technical support. You will document interactions, monitor outages, and coordinate field service to ensure prompt resolution.

The role emphasizes strong communication, organization, and the ability to learn new technologies while using CRM and payment systems. Equal opportunity employer with indoor, computer-heavy duties.

Qualifications

• Experience in a call center or high-volume support environment.
• Bilingual English/Spanish proficiency for professional customer support.
• Strong written and verbal communication for in-person, phone, and approved channels.
• Excellent organization and accurate recordkeeping.
• Ability to learn new technologies and troubleshoot routine issues.
• Familiarity with CRM and payment-processing systems; basic networking knowledge preferred.

Responsibilities

• Handle inbound calls and walk-in customer requests with professional, timely service.
• Provide English/Spanish support for account, billing, payment, scheduling, and service questions.
• Perform Tier 1 troubleshooting for login, setup, power-cycle, billing-verification, and connectivity issues.
• Document contacts, issue details, cancellation reasons, technician challenges, and call trends in the CRM.
• Process payments, support approved collection activity, and schedule field-service appointments.
• Provide service information and quotes, monitor possible outages, and upscale issues to the NOC or appropriate team.

Skills

Customer service experience

Bilingual English/Spanish

Strong communication

Detail oriented

Basic networking knowledge

Tools

CRM software

Payment processing systems

Job description

Wi-Fiber, Inc. is seeking a bilingual English/Spanish customer support associate to assist walk-in and remote customers with billing, scheduling, service questions, and Tier 1 technical support. You will document interactions, monitor outages, and coordinate field service to ensure prompt resolution.

The role emphasizes strong communication, organization, and the ability to learn new technologies while using CRM and payment systems. Equal opportunity employer with indoor, computer-heavy duties.