双语一级技术支持技术人员（英语及西班牙语）
Bilingual Tier 1 Tech Support Technician (English & Spanish)
JSI邀请您加入我们的团队，担任双语一级技术支持技术员，隶属于我们的客服中心团队，您将在推动宽带和电信计划中发挥关键作用，扩大连接性并促进数字包容性——同时在一个以使命为导向、注重成长的组织中提升您的职业生涯。职位概述：
作为双语一级技术支持技术员，您将负责接听客户的技术支持电话，排查、调查并解决客户外围设备相关的问题。在此职位上，您将与我们的客服中心团队合作，以专业、友好且高效的方式为合作伙伴的客户提供必要的技术支持。您的每周工作安排将包括四天，每天10小时，通常包含一天的周末。
职责
- 以专业且常规的方式为客户提供建议的一级支持。
- 接听技术支援电话，并根据需要拨打外呼电话给客户。
- 彻底排查、调查并解决客户外围设备相关的问题。
- 对所有在客户外围设备上执行的工作进行详细记录。
- 管理并监控工单队列，确保所有客户支持请求都能快速、彻底且高效地处理。
- 保持90%的QA（质量保证）评分。
- 完成管理层列出的其他持续性和短期项目。
资格要求
必备资格：
- 高中毕业或同等学历。
- 必须精通英语和西班牙语。
- 出色的沟通能力，包括口头和书面表达。
- 熟悉计算机系统和网络，具备诊断和解决硬件和网络功能问题的能力。
- 能够管理时间并有效地优先处理多个项目。
- 愿意解决复杂问题并坚持完成项目。
优先资格：
- 1年以上技术支持岗位经验。
- 1年以上在客服中心环境工作的经验，能够处理大量电话。
身体要求/工作条件：
- 必须能够长时间坐着，并使用电脑键盘和/或鼠标，同时查看电脑屏幕。
- 需要经常进行手部灵活性、视觉活动、口头交流和听力技能。
福利与薪酬
- 具有竞争力的薪资 + 绩效奖金。
- 全面的
查看英文原文
JSI invites you to join our team as abilingual 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. Position Overview:
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.
Originally posted on Himalayas