Bilingual Tech Support Specialist - Remote/Hybrid

Our-Sunday-Visitor; Huntington (IN); Hybrid; USD 39,000 - 42,000; Full time

Benefits offered by this job

Remote / Hybrid work option

Disability accommodation provided

Job summary

Our-Sunday-Visitor is seeking a Bilingual Technical Support Specialist in Indiana/Huntington, willing to work in a hybrid environment. You will handle front-line technical support for OSV electronic products, guiding users through issue resolution via phone, email and other channels.

You will diagnose issues, provide customer training, document interactions, and help drive product success while meeting SLA targets and collaborating with cross-functional teams.

Qualifications

• Experience in customer service, technical support, or call center environment.
• General knowledge of Windows operating systems.
• Experience working in cross-platform environments (PC and Mac).
• Basic understanding of networking concepts and terminology.
• Associate degree in Information Technology, Business, or a related field preferred; equivalent relevant work experience will be considered.

Responsibilities

• Serve as a primary point of contact for customers seeking assistance with OSV electronic products.
• Troubleshoot, research, isolate, and resolve basic, intermediate, and complex technical issues in a timely manner.
• Provide training and guidance to customers on product functionality, usage, and best practices.
• Develop and maintain in-depth knowledge of all OSV electronic product offerings.
• Build strong working relationships with churches, dioceses, internal teams, and management.
• Offer recommendations to improve product usage, efficiency, and customer outcomes.
• Respond to inbound phone calls and emails professionally, accurately, and within defined service-level expectations.
• Meet or exceed established performance metrics, including customer satisfaction and responsiveness.
• Accurately document customer demographics, product information, issues, and resolution steps in the CRM and technical databases.
• Perform scheduled follow-ups and callbacks to ensure issue resolution and customer confidence.
• Collaborate with peers and cross-functional teams to share knowledge and improve support processes.
• Participate in on-call rotation as required.
• Other duties as assigned.

Skills

Bilingual

Customer service

Technical support

Windows OS

Networking basics

Cross-platform

Documentation

Remote / Hybrid

Education

Associate degree

Job description

Our-Sunday-Visitor is seeking a Bilingual Technical Support Specialist in Indiana/Huntington, willing to work in a hybrid environment. You will handle front-line technical support for OSV electronic products, guiding users through issue resolution via phone, email and other channels.

You will diagnose issues, provide customer training, document interactions, and help drive product success while meeting SLA targets and collaborating with cross-functional teams.