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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