Tier 1 Customer Support Representative - BILINGUAL

Tier 1 Customer Support Representative

Required Skills & Experience

Qualifications:

Bilingual
- Spanish and English 2+ years of experience in a Tier 1 IT Support or Technical Customer Service role. Familiarity with basic troubleshooting techniques (e.g., password resets, browser settings, clearing cache/cookies). Experience using a ticketing system (e.g., Zendesk, Freshdesk, Service Now). Excellent customer service skills with a strong sense of empathy, patience, and professionalism. Strong verbal and written communication skills, including polished phone etiquette.

Ability to work independently in a remote environment with a reliable internet connection. Comfortable learning new systems and adapting to evolving processes.

Key Responsibilities:

Provide first-level technical support via phone, email, and chat to educators, administrators, and students. Troubleshoot common issues such as password resets, browser compatibility, cache/cookie clearing, and basic connectivity problems. Accurately log and manage support tickets using a ticketing system, ensuring timely follow-up and resolution. Communicate clearly and empathetically with users, maintaining a professional and courteous tone at all times. Collaborate with internal teams to escalate complex issues and ensure customer satisfaction.

Maintain up-to-date knowledge of system updates, product features, and support protocols.

SHIFT: 9AM - 6PM Monday
- Friday