Customer Service Call Center Agent

• Handle incoming calls and service tickets based on pre-approved scripts/guide.
• Provide level 1 technical support for common issues such as login problems, password resets, browser troubleshooting, and system access.
• Walk customers through basic troubleshooting steps using clear, scripted guidance.
• Escalate unresolved technical issues to higher-level support teams per standard procedures.
• Document customer orientation and technical support interactions into the designated database.
• Participate in bi-weekly agents debriefing meetings and make suggestions for scripts/guide improvements.
• Achieve performance and quality goals on a consistent basis (Call handling metrics).
• Determine and transfer escalated issues to the designated Call Center Primary contact.

• Excellent reading and communication skills in Spanish (verbal and written), English is preferred.
• Strong interpersonal skills, including active listening and empathy.
• Ability to accept constructive criticism/guidance and adapt accordingly.
• Basic technical aptitude and willingness to learn common troubleshooting techniques.
• Familiarity with navigating different operating systems and web browsers (Windows, Mac, Chrome, Firefox, etc.).
• Comfort navigating databases, help desk ticketing systems, and CRM platforms.
• Computer proficiency - keyboard, mouse, copy-and-paste, typing and navigating between multiple windows.
• Solid organizational skills.
• Good analytical and statistical skills.
• Having a flexible schedule.
• Minimal experience is required (we will train), but call-center or customer-service experience is preferred.

• Experience in a call center environment.
• Technical support experience.

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• Grow your career
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• Your future starts here.

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