Call Center Representative

• Respond to incoming calls and service tickets using pre-approved scripts and guides.
• Deliver Level 1 technical support for common issues (e.g., login problems, password resets, browser troubleshooting).
• Guide customers through basic troubleshooting steps with clarity and professionalism.
• Escalate unresolved issues to higher-level support teams following standard procedures.
• Accurately document customer interactions in the designated database.
• Participate in bi-weekly debriefing meetings and contribute suggestions for script/guide improvements.
• Consistently meet performance and quality metrics (e.g., call handling time, resolution rate).
• Identify and transfer escalated issues to the designated Call Center Primary contact.

• Excellent reading and communication skills in *Spanish* (verbal and written); *English proficiency* is preferred.
• Strong interpersonal skills, including active listening and empathy.
• Receptive to feedback and adaptable to guidance.
• Basic technical aptitude and eagerness to learn troubleshooting techniques.
• Familiarity with operating systems and web browsers (Windows, Mac, Chrome, Firefox).
• Comfortable using databases, help desk ticketing systems, and CRM platforms.
• Proficient in computer navigation and multitasking across multiple windows.
• Solid organizational, analytical, and statistical skills.
• Flexible schedule availability.
• Minimal experience required (training provided); call center or customer service experience preferred.

• Previous experience in a call center environment.
• Prior technical support experience.

• Be part of a global team making a meaningful impact.
• Grow your career in a supportive and dynamic environment.
• Contribute to a culture that values fresh ideas and continuous improvement.

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