Bilingual Tier 1 Tech Support Technician (English & Spanish, with Remote Potential)

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

Department: Broadband - Network Engineering Services

Location: Madison, MS

Position Overview

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’ 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.