Customer Experience Rep I — Tech & Billing Support Pro

Embedded Shishya; United States; Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental and Vision

PTO & Holidays

401K + Match

Life Insurance

FSA & HSA

Disability Insurance

Legal Plan Support & EAP

Job summary

Embedded Shishya seeks a Customer Experience Representative I (CX Rep I) in Florida to be the first contact for basic account management and Tier I technical support. You will handle inbound calls, document interactions, and escalate complex issues to senior staff as needed.

The role requires a high school diploma, flexible hours including weekends/holidays, and strong communication skills. Bilingual English/Spanish is a plus, with CRM and MS Office familiarity expected; a speed internet test

Qualifications

• All candidates must live in Florida.
• Must be available to work a schedule with variable start times and may include overnights, weekends and holidays.
• High school diploma or equivalent.
• Bilingual (English/Spanish) a plus.
• Two years of related experience in a call center environment preferred.
• A minimum internet speed of 50 Mbps download and 10 Mbps upload; speed test required.

Responsibilities

• Handle inbound customer calls, focusing on account and billing inquiries (payments, account changes, service upgrades/downgrades).
• Provide Tier I technical troubleshooting and support to resolve customer service issues (basic connectivity, signal checks, equipment reboots, outages).
• Navigate multiple computer systems to identify, troubleshoot and resolve customers’ technical issues.
• Accurately document all customer interactions and update records within the system and tools.
• Maintain a high level of professionalism and customer service.
• Participate in training sessions to stay updated on company products and services.
• Upsell products or services to existing customers.
• Escalate unresolved or complex issues to next level support as necessary.
• Meet or exceed KPIs set by manager and department.

Skills

Communication skills

Interpersonal skills

CRM familiarity

Microsoft Office familiarity

Multitasking

Problem-solving

Attention to detail

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

Embedded Shishya seeks a Customer Experience Representative I (CX Rep I) in Florida to be the first contact for basic account management and Tier I technical support. You will handle inbound calls, document interactions, and escalate complex issues to senior staff as needed.

The role requires a high school diploma, flexible hours including weekends/holidays, and strong communication skills. Bilingual English/Spanish is a plus, with CRM and MS Office familiarity expected; a speed internet test