What are the responsibilities and job description for the Bilingual Technical Support Representative position at Ezee Fiber?
Bilingual Technical Support Representative
Ezee Fiber is seeking a Bilingual Technical Support Representative (TSR) to lead our team of dedicated, customer-focused professionals. As the first point of contact for customers with service enquiries, TSR will deliver exceptional support with both technical expertise and a commitment to outstanding customer service.
About Ezee Fiber
At Ezee Fiber, we’re dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.
Key Responsibilities
- Understand telecommunications, infrastructure, and backbone technologies.
- Properly analyze and troubleshoot customer issues.
- Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.
- Focus on delivering exceptional customer service experiences and assist customers with technical questions.
- Document Customer Interactions: Accurately document all customer interactions, troubleshooting steps, and resolutions in the company’s CRM.
- Provide Training and Support: Assist in training new team members on technical procedures and customer service best practices.
- Escalate Complex Issues: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.
- Stay Updated on Product Knowledge: Keep current with new service offerings, technology updates, and best practices to deliver informed support.
- Participate in Continuous Improvement: Provide feedback to improve processes and enhance the customer experience, contributing ideas for optimizing support workflows.
- Perform other duties as required.
Qualifications
- Proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
- Bilingual required.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to leverage data for decision-making.
- Proficiency in using software and Microsoft Office Suite.
- Ability to adapt to a fast-moving and changing environment.
- Ability to work independently.
- Excellent multitasking, prioritization, and time management abilities.
- Strong attention to detail and organizational skills.
What We Offer
- Competitive compensation package
- Health, Dental and Vision insurance
- 401(k) match
- Paid time off and other generous benefit programs
Why Join Us
At Ezee Fiber, we are committed to fostering a diverse and inclusive environment where innovation thrives. As the Bilingual Technical Support Representative (TSR), you will play a critical role in building a new function that directly impacts our company’s growth and success. Join us and shape the future of the telecommunications industry with a team dedicated to excellence and innovation.
