Technical/Customer Support L1 – Spanish-English Bilingual

Role: Technical/Customer Support L1 Hourly Rate: $6–$7 USD Work Arrangement: Full-time, Remote Work Hours: 40-hour fixed weekly schedule — Morning shift (7:00 AM–4:00 PM CST) or Afternoon shift (4:00 PM–1:00 AM CST); weekend work required with weekdays off. Industry: Telecommunications / Networking / ISP Languages Required: Spanish & English Key Responsibilities • Provide technical support to ISP subscriber customers both in English and Spanish via phone, email, and self-service tickets • Perform basic network troubleshooting (e.g., customer device checks, ping tests, and speed tests) and guide customers through the troubleshooting process • Utilize monitoring tools and device GUIs to identify and diagnose connectivity issues • Manage and troubleshoot customer accounts and subscriptions using web-based tools, and assist customers with related inquiries • Access and troubleshoot network devices, including customer routers and CPEs, to resolve connectivity issues • Document all actions taken, and escalate complex or unresolved issues to the Level 2 network engineering team as needed • Regularly and consistently follow-up on open tickets and maintain clear, timely communication with customers Qualifications & Requirements • Minimum of 2 years of experience in IT service desk, tech support, NOC support, or similar technical front line support roles • Proficiency in both Spanish and English is required. Clear and neutral English communication is highly preferred. • Excellent customer service and call-handling skills • Ability to handle challenging or escalated customer interactions and apply effective de-escalation techniques, including active listening, acknowledgment, empathy, and reassurance. • Experience in frontline technical support within an ISP environment, or in a Level 1 NOC support role, is highly preferred • Strong technical, troubleshooting, and analytical skills with the ability to contribute effectively with minimal supervision • Flexible availability is a must, including evening and weekend shifts as needed • Quiet remote work environment, along with a high-quality headset equipped with a noise-cancelling microphone. • Verifiable work history with supporting documentation • Relevant certifications such as CCNA, MikroTik, CompTIA or equivalent are a strong plus but not required Please attach your most recent CV for our review. If you’ve held any freelance roles, kindly include the duration of each engagement. This is required to ensure a thorough evaluation of your application.