Bilingual Tier 1 Tech Support Technician (English & Spanish)

JSI; Madison (MS); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Generous PTO

Travel support

Professional development

Job summary

JSI is seeking a bilingual Tier 1 Tech Support Technician for our Contact Center team. You will answer inbound calls, troubleshoot peripheral problems, and provide professional support to partners’ customers in English and Spanish.

Work schedule is four 10-hour days, including one weekend day, with remote work options. You’ll collaborate with our network engineering services team to expand connectivity and digital inclusion while growing your career in a mission-driven organization.

Qualifications

• Fluency in English and Spanish required.
• Excellent written and verbal communication skills.
• Proficient knowledge of computer systems and networks.
• Ability to manage time and prioritize multiple projects.
• Willingness to solve complex problems from start to finish.

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 efficiently.
• Maintain 90% QA (quality assurance) ratings.
• Work on other ongoing and short-term projects as outlined by management.

Skills

Bilingual English/Spanish

Excellent communication

Time management

Troubleshooting

Networking knowledge

Problem solving

Education

High School Diploma

Job description

Department: Broadband - Network Engineering Services

Location: Remote

Description

JSI invites you to join our team as 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.

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 and 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.