Bilingual Tier 1 Tech Support Technician (English & Spanish)

JSI; Lubbock (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

JSI invites you to join our team as a bilingual Tier 1 Tech Support Technician on our Contact Center team, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.

As a bilingual Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’

Qualifications

• Fluency in English and Spanish required.
• Proficient knowledge of computer systems and networks.
• Excellent verbal and written communication.
• Ability to manage time and prioritize multiple projects.

Responsibilities

• Provide Tier 1 tech support by answering inbound calls in a professional manner.
• Troubleshoot, investigate, and resolve peripheral related problems.
• Maintain detailed notes in the ticketing system.
• Manage and monitor the ticketing queue to ensure timely resolution.
• Maintain 90% QA (quality assurance) ratings.
• Collaborate with management on ongoing projects.

Skills

Fluency in English

Fluency in Spanish

Education

High school diploma or equivalent

Job description

Department: Broadband - Network Engineering Services

Location: Lubbock, TX

Description

JSI invites you to join our team as abilingual Tier 1 Tech Support Technician on our Contact Center team, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.

Position Overview

As a bilingual Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’ peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners’ customers in a professional, friendly and efficient manner. Your weekly work schedule will consist of four, 10-hour days, typically including one weekend day.

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 that all customer support requests are handled in a quick, thorough, and efficient manner.
• Maintain 90% QA (quality assurance) ratings.
• Work on other ongoing and short-term projects as outlined by management.

Qualifications

Required 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, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
• Ability to manage time and effectively prioritize numerous projects at one time.
• Willingness to solve complicated problems and see projects through to completion.

Preferred Qualifications:

• 1+ years of experience in a technical support role.
• 1+ years of experience in a contact center environment handling high volume of calls.

Physical Requirements/Working Conditions

• Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
• Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.

Benefits & Compensation

• Competitive salary + performance-based bonuses.
• Comprehensive benefits package (medical, dental, vision, 401(k)).
• Generous PTO and travel support.
• Ongoing professional development and educational opportunities.