Grow your career with ibex — Remote Bilingual Technical Support SpecialistInternet, WiFi, TV & Phone Connectivity (Work From Home)Are you the person friends and family call when their WiFi stops working? Do you enjoy diagnosing technical issues and helping people get back online quickly?ibex is seeking experienced, technically skilled professionals who can combine strong troubleshooting abilities with exceptional customer service. In this role, you’ll help customers resolve internet connectivity issues, optimize their home WiFi performance, and confidently guide them through solutions that keep their internet, TV, and phone services running smoothly.About the RoleAs a Bilingual Technical Support Specialist, you will be the first line of support for customers experiencing internet, WiFi, TV, and phone connectivity issues. In this role, you will combine technical troubleshooting skills with outstanding customer service to diagnose and resolve problems related to WiFi networks, routers, modems, internet connectivity, digital TV services, and home phone systems.You’ll guide customers through step-by-step troubleshooting, identify root causes of technical issues, and deliver solutions that restore service quickly and effectively, all while creating a friendly and supportive experience for every customer interaction.We are currently offering a variety of shift options; our team supports customers 24/7.What You’ll DoProvide technical support to customers via phoneDiagnose and troubleshoot internet connectivity, WiFi performance, TV service, and phone-related issuesAssist customers with modem, router, TV equipment, and phone service setup, configuration, and troubleshootingWalk customers through step-by-step troubleshooting to resolve connectivity and service problemsIdentify root causes of technical issues and recommend effective solutionsEscalate advanced technical issues when necessary while maintaining ownership of the customer experienceEducate customers on best practices to improve home WiFi performance, TV reliability, and phone service qualityAccurately document troubleshooting steps, solutions, and customer interactions in internal systemsDeliver friendly, patient, and professional support during every customer interactionWhat You’ll BringStrong technical troubleshooting and analytical problem-solving skillsWorking knowledge of home networking concepts including WiFi, routers, modems, internet connectivity, TV equipment, and VoIP or home phone systemsAbility to clearly explain technical concepts to non-technical customersStrong communication, patience, and empathy when assisting customersAbility to multitask and remain organized in a fast-paced support environmentA customer-first mindset—you enjoy solving problems and helping people stay connectedMust HavesMinimum 2 years of technical support, IT help desk, ISP support, or related experience required18+ years oldHigh school diploma or equivalentAbility to work remotely from home in a quiet, distraction-free environmentReliable high-speed internet connectionMust be Fluent in speaking, reading and writing in both English & Spanish languagesThis role is currently limited to candidates residing in:ArkansasDelawareFloridaGeorgiaIdahoIndianaKansasKentuckyLouisianaMichiganNorth CarolinaOhioOklahomaPennsylvaniaSouth CarolinaTennesseeTexasVirginiaWest VirginiaWisconsinWyomingPerks & Benefits401(k) planHealth, dental, and vision insurancePaid time off and referral bonusesHands-on, paid training and developmentEmployee-exclusive benefitsFree T-Mobile serviceUpward Child Care Assistance Programibex Perkspot discounts and more!If you enjoy solving technical problems and delivering exceptional service that keeps customers connected, apply today and grow your career with ibex from home!
3 months ago