Experienced Bilingual (Spanish/English) Remote Customer Service Representative – 24/7 Call Center Support with Fresh Desk & Sonar Expertise

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• About talentbridge

• talentbridge is a forward‑thinking technology company that thrives on delivering
• world‑class customer experiences across the globe. With a culture rooted in
• innovation, collaboration, and continuous learning, we empower our teams to
• solve complex problems and create lasting value for our clients. Whether
• you’re a seasoned professional or just starting your career, talentbridge
• offers a dynamic environment where your ideas matter and your growth is
• supported every step of the way.

Position Overview

• We’re looking for a highly motivated, bilingual (Spanish/English) Customer
• Service Representative to join our 24/7 remote call center. In this role, you
• will be the first point of contact for customers experiencing internet and
• connectivity issues. You’ll use industry‑leading tools such as Fresh Desk
• and Sonar to diagnose problems, provide clear step‑by‑step solutions, and
• ensure every interaction meets talentbridge’s high standards of quality and
• customer satisfaction.

Key Responsibilities

Customer Support:

Deliver timely, professional assistance via chat, email, and ticketing systems for customers facing technical difficulties related to internet services.

Ticket Management:

Log, track, and resolve tickets in Fresh Desk, ensuring adherence to service level agreements (SLAs) and accurate documentation of all interactions.

Technical Troubleshooting:

Access and update customer accounts in Sonar CRM, utilize networking tools (Rancid, Tacacs+, Radius, etc.), and stay current on system updates to provide effective support.

Escalation & Collaboration:

Escalate unresolved issues to higher‑level support, collaborate with network operations and IT teams, and keep customers informed throughout the resolution process.

Quality Assurance:

Follow talentbridge procedures and service standards, participate in QA activities, and continuously seek ways to improve customer service.

Essential Qualifications

• Minimum of 3 years’ experience in a customer service or call center environment.

• Proficiency in both Spanish and English, with strong written and verbal communication skills.

• Hands‑on experience with Fresh Desk, Sonar CRM, and other ticketing or CRM platforms.

• Basic understanding of internet troubleshooting, networking concepts, and related tools.

• Ability to work flexible hours, including overnight shifts, weekends, and rotating schedules.

• Strong problem‑solving skills, patience, and a customer‑first mindset.

Preferred Qualifications

• Experience with advanced networking protocols (Rancid, Tacacs+, Radius).

• Previous exposure to 24/7 support environments and high‑volume ticket handling.

• Knowledge of talentbridge products or similar internet service solutions.

• Certifications in IT support or networking (e.g., CompTIA A+, Network+).

Core Competencies & Skills

Communication:

Clear, concise, and empathetic communication in both Spanish and English.

Technical Aptitude:

Quick learning curve for new tools and technologies.

Time Management:

Ability to prioritize tasks and manage multiple tickets simultaneously.

Team Collaboration:

Willingness to work closely with cross‑functional teams to resolve complex issues.

Adaptability:

Comfortable with changing priorities and evolving processes.

Career Growth & Learning Opportunities

• At talentbridge, your career trajectory is built on continuous learning and
• professional development. As a Customer Service Representative, you’ll
• have access to:

• Structured onboarding and paid training programs.

• Mentorship from senior support engineers and product specialists.

• Internal certification tracks in networking, customer success, and talentbridge product suites.

• Clear pathways to advanced roles such as Technical Support Specialist, Team Lead, or Product Manager.

• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture at talentbridge

• talentbridge champions a culture of inclusivity, transparency, and innovation.
• Working remotely, you’ll enjoy:

• Flexible scheduling that respects work‑life balance.

• Regular virtual team huddles, knowledge‑sharing sessions, and social events.

• A collaborative platform that encourages idea exchange across departments.

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