Bilingual Tier 1 Tech Support Specialist (English/Spanish)

JSI; Madison (MS); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Benefits package

PTO and travel support

Professional development

Job summary

JSI in Madison, MS is seeking a bilingual Tier 1 Tech Support Technician to join our Contact Center team. You will answer inbound calls, troubleshoot peripheral hardware and network issues, and work with partners' customers to resolve problems with professionalism.

This role features four 10-hour days and one weekend day, with competitive pay, benefits, and opportunities for growth in a mission-driven organization serving digital inclusion.

Qualifications

• High school diploma or equivalent.
• Fluency in English and Spanish required.
• Excellent communication, both verbal and written.
• Proficient knowledge of computer systems and networks.
• Ability to manage time and prioritize multiple projects.
• Willingness to solve problems and see projects through to completion.

Responsibilities

• Provide essential Tier 1 support to customers in a professional and customary manner.
• Answer inbound tech support calls and make outbound calls to customers as needed.
• Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
• Keep detailed notes of all work performed on customers’ peripherals.
• Manage and monitor the ticketing queue ensuring requests are handled quickly and thoroughly.
• Maintain 90% QA (quality assurance) ratings.
• Work on other ongoing and short-term projects as outlined by management.

Skills

Bilingual English/Spanish

Customer service

Technical troubleshooting

Ticketing systems

Education

High school diploma

Tools

Ticketing software

Network troubleshooting

Job description

JSI in Madison, MS is seeking a bilingual Tier 1 Tech Support Technician to join our Contact Center team. You will answer inbound calls, troubleshoot peripheral hardware and network issues, and work with partners' customers to resolve problems with professionalism.

This role features four 10-hour days and one weekend day, with competitive pay, benefits, and opportunities for growth in a mission-driven organization serving digital inclusion.