Bilingual Technical Support Representative (Contact/Call Center)

Ezee Fiber; Houston (TX); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

401k match

Paid time off

Tuition reimbursement

Job summary

Ezee Fiber in Houston, TX is seeking a Bilingual Technical Support Representative (TSR) to provide exceptional support and customer service. In this role, you will be the first point of contact for customers, addressing service inquiries with a focus on technical expertise and support.

The ideal candidate will have a high school diploma, 1-3 years of relevant experience, and proficiency in Spanish. This position offers a competitive compensation package including health insurance, 401k match, and tuition reimbursement.

Qualifications

• Proven experience in technical support roles, preferably in telecommunications or FTTH industry.
• Ability to adapt to a fast-moving and changing environment.
• Strong multitasking and prioritization abilities.

Responsibilities

• Understand telecommunications and troubleshoot customer issues.
• Document all customer interactions in the CRM.
• Provide training to new team members.
• Stay updated on product knowledge and provide feedback for improvements.

Skills

Bilingual (fluent in Spanish)

Excellent communication skills

Analytical mindset

Proficiency in Microsoft Office Suite

Attention to detail

Time management

Education

High school diploma or equivalent

1-3 years experience in technical support

Job description

OUR VALUES

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.

JOB SUMMARY

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.

ESSENTIAL FUNCTIONS

• 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 elevate 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.

QUALIFICATIONS

Education and Experience requirements: High school diploma or equivalent, One-to-three-year proven experience in technical support roles, preferably in the telecommunications or FTTH industry.

• Bilingual required (fluent in Spanish).
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to leverage data for decision-making.
• Proficiency in using software and Microsoft Office Suite.
• Ability to adapt to a fast-moving and changing environment.
• Ability to work independently.
• Excellent multitasking, prioritization, and time management abilities.
• Strong attention to detail and organizational skills.

PHYSICAL, FIELD, OR ENVIRONMENTAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the workday and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

TOTAL REWARDS

• Competitive compensation package
• Health, Dental and Vision insurance
• 401k match
• Paid time off and other generous benefit programs
• Tuition reimbursement

WHY JOIN US?

At Ezee Fiber, we are committed to fostering a diverse and inclusive environment where innovation thrives. As the Bilingual Technical Support Representative (TSR) (Contact/Call Center, you will play a critical role in building a new function that directly impacts our company’s growth and success. Join us and shape the future of the telecommunications industry with a team dedicated to excellence and innovation.

We are seeking candidates that are legally authorized to work in the United States, without Sponsorship.