Bilingual Customer Resolutions Agent

Summary

Join WeLink, a next-generation wireless internet service provider, as a Bilingual Customer Resolutions Agent! Provide exceptional support to customers via phone, chat, SMS, and email. Troubleshoot technical issues, manage billing inquiries, and assist with account management. Leverage your technical knowledge and communication skills to create a positive customer experience. You will work remotely, and the schedule is Tuesday-Saturday, 3 pm-12 am MST (after training). We offer a comprehensive benefits package.

Requirements

• Must be fully Bilingual Spanish/English
• High School Diploma or GED required; Associate’s Degree in a related field a plus
• 1-2 years of experience in customer service, technical support, or a related field
• Excellent communication skills – Clear and empathetic communication skills are essential for delivering complex information effectively across phone, chat, SMS, and email
• Technical troubleshooting abilities – A basic understanding of wide area networks, connectivity, and internet services
• Experience with CRM systems – General knowledge in a ticket-based CRM system, with Salesforce experience preferred
• Strong problem-solving skills – Ability to handle a variety of customer concerns with a calm and solution-oriented approach
• Customer-centric mindset – A dedication to providing a positive customer experience and going the extra mile to ensure satisfaction

Responsibilities

• Respond to inbound customer inquiries via phone, chat, SMS, and email promptly and professionally
• Troubleshoot technical issues related to internet service, wide area networks, and connectivity challenges, providing clear and actionable steps to customers
• Manage and resolve billing inquiries by clarifying charges, handling adjustments, and assisting with payment-related questions
• Assist with account management tasks, including service adjustments, upgrades, and general customer service inquiries
• Create and update tickets using our CRM system Salesforce to ensure accurate and detailed records of customer interactions and resolutions
• Collaborate with internal teams to escalate and resolve complex issues efficiently
• Contribute to knowledge sharing within the team to improve processes, resources, and customer satisfaction continuously

Preferred Qualifications

Experience in an ISP or telecommunications environment is a plus

Benefits

• Medical
• Dental
• Vision
• Long Term Disability
• Short Term Disability
• 401(k) with a company match
• PTO
• 10 Paid Holidays