Bilingual Technical Support Agent

About the Role

Join Nextlink as a Technical Support Agent, where you’ll be the voice of our customer experience and the first line of support for customers using our internet services. You don’t need prior call center or ISP experience — we provide full training. If you’re tech‑savvy, love solving problems, and want a role that builds real networking and troubleshooting skills, this is a great fit.

You'll help customers with connectivity issues, answer questions about their services, and ensure a smooth, positive experience with every interaction.

• Deliver exceptional customer service in every phone, email, chat, or social media interaction.
• Perform step‑by‑step troubleshooting for no‑connection, intermittent, slow‑speed, or fiber connectivity issues.
• Create and manage customer issue tickets using company support tools.
• Diagnose and resolve residential and business customer internet issues.
• Assist with plan upgrades/downgrades based on customer needs.
• Schedule service appointments for field technicians.
• Maintain accurate documentation of customer interactions and solutions.
• Complete additional duties as assigned.

• Curiosity and comfort with internet, Wi‑Fi, computers, or basic networking (professional or personal experience).
• Strong communication and problem‑solving skills.
• Ability to stay calm, positive, and customer‑focused.
• Experience in customer service is a plus — not required.
• Ability to sit for extended periods and work in an office environment.
• Bilingual Spanish required; candidates who pass our bilingual assessment will receive an additional $1.00/hour.

• Fully paid training during the first three weeks at our Fort Worth office.
• Growth path into advanced technical support, quality assurance, leadership, training, or field roles.
• Supportive team environment with leaders focused on developing your skills.
• Pay incentive: $1.00/hour extra for candidates who pass the bilingual assessment.
• Great benefits package including 401(k) + company match, health, dental, vision insurance, HSA option, life insurance, paid time off & parental leave, employee discounts, employee assistance program, referral bonuses.

Nextlink is an Equal Opportunity Employer. We value diversity and are committed to a workplace free of discrimination and harassment. We maintain a drug‑free workplace to ensure a safe, productive environment.