Bilingual Tech Solutions Advisor - Spanish/English

EPB -; Chattanooga (TN); Ibrido; USD 25.000 - 39.000; Tempo pieno

Descrizione del lavoro

EPB, Inc. is seeking a Bilingual Technical Solutions Advisor to perform analysis and troubleshooting via telephone, emails, and web chats for voice, video, and internet services.

Focus is on 100% customer satisfaction and clear communication with customers, clients, contractors, and vendors to resolve issues. The role includes shift flexibility (first/second/third) and overtime as needed, with emphasis on resolving issues across RF, IPTV, streaming video, and internet services.

Competenze

• High school diploma or equivalent or related experience in a technical environment.
• One year of related experience or training in a technical environment is preferred.
• Strong customer service, communication, problem solving, and teamwork skills are essential.
• Working knowledge of residential hardware and common operating systems (Windows, macOS, mobile OS).
• Familiarity with antivirus software and Office productivity tools.

Mansioni

• Provide support for day-to-day maintenance issues and escalate complex problems when needed.
• Coordinate the clearance and correction of trouble for RF, IPTV, streaming video, internet access, fixed wireless, and phone services.
• Communicate with customers to diagnose and resolve service issues through interviews.
• Follow up to ensure issues are resolved and customers are satisfied.
• Manage multiple open issues across different media and document interactions.
• Process trouble reports with accurate customer interaction records and coordinate with internal and external teams.
• Support new applications and communicate status to stakeholders.
• Inform colleagues and customers about dispositions and statuses of trouble.
• Identify recurring issues and contribute to permanent solutions.
• Represent EPB and partner services as the provider of choice.
• May work first, second, or third shift; overtime may be required.

Conoscenze

Customer service

Oral & written communication

Interpersonal skills

Problem solving

Teamwork

Time management

Attention to detail

Technical troubleshooting

Formazione

High school diploma or equivalent

1 year related experience or training in a technical environment

Strumenti

Microsoft Excel

Microsoft Office

Microsoft Outlook

Antivirus software

Descrizione del lavoro

EPB, Inc. is seeking a Bilingual Technical Solutions Advisor to perform analysis and troubleshooting via telephone, emails, and web chats for voice, video, and internet services.

Focus is on 100% customer satisfaction and clear communication with customers, clients, contractors, and vendors to resolve issues. The role includes shift flexibility (first/second/third) and overtime as needed, with emphasis on resolving issues across RF, IPTV, streaming video, and internet services.