Customer Service & Technical Support Agent – Telecommunications (Bilingual) – El Salvador

From billing questions to connectivity issues, help customers find clear answers and reliable solutions. Are you searching for telecommunications customer service jobs in El Salvador?  Are you fluent in English, comfortable working with technology, and skilled at solving customer concerns? Join Fusion CX as a Customer Service & Technical Support Agent – Telecommunications (Bilingual) in El Salvador, supporting customers with internet, television, and phone services through billing assistance, account management, service activations, and basic technical troubleshooting.

Job Descriptions:

About the Role

As a Customer Service & Technical Support Agent, you will assist residential and business customers with telecommunications services, including internet, TV, and phone. This role combines customer service and technical support, requiring you to switch between billing inquiries, account updates, service changes, and connectivity troubleshooting. Clear communication, adaptability, and practical problem-solving skills are essential to delivering an effective customer experience.

Key Responsibilities

• Handle billing inquiries involving charges, adjustments, payments, and statement explanations.
• Process service activations, plan changes, and service modifications.
• Manage customer accounts, including data updates and requests for new or modified services.
• Perform basic troubleshooting for internet, television, and phone services, including modem, router, signal, and equipment issues.
• Assist with connectivity problems and coordinate escalations for network outages or technician visits when applicable.
• Document customer interactions accurately and meet quality, Average Handle Time (AHT), and First Contact Resolution (FCR) targets.

Job Requirements:

• English Proficiency: B2 – Advanced, spoken and written.
• Age and Identification: Must be at least 18 years old and hold a valid DUI.
• Education: Completed high school diploma.
• Computer Skills: Ability to navigate the web, work across multiple windows and systems simultaneously, and use email and Office or Google tools.
• Typing and Written English: Functional typing skills and strong written English. Minimum typing speed (WPM) to be confirmed with Operations.
• Schedule Availability: Willingness to work rotating shifts, including weekends and holidays, as required by the operation.
• Training Attendance: Availability to complete initial training with 100% attendance.
• Telecommunications Knowledge: Basic understanding of internet, television, and phone services, including billing and account management.
• Experience: A minimum of 6 months of contact center experience is preferred, ideally in telecommunications.

Preferred Qualifications

• Previous BPO experience supporting telecommunications or Internet Service Provider (ISP) accounts.
• Experience with billing support, service activations, or account management.
• Basic home networking knowledge, including modems, routers, and Wi-Fi.

Key Competencies

• Adaptability: Ability to switch between administrative inquiries and technical troubleshooting.
• Problem-Solving: Logical approach to identifying and resolving customer issues.
• Customer Management: Patience and professionalism when assisting customers concerned about billing or service disruptions.
• Organization and Accuracy: Careful documentation and accurate handling of account information.
• Clear Communication: Ability to explain billing details and provide step-by-step troubleshooting instructions.

Why Join Fusion CX?

Join a global CX company where customer service, technical knowledge, and problem-solving come together to support better customer experiences.

What You Will Gain

• Exposure to telecommunications customer service and technical support.
• Experience handling billing, account management, service activations, and connectivity issues.
• Opportunities to strengthen your troubleshooting, communication, and customer resolution skills.

Apply Today

Ready to combine your customer service skills with your interest in technology? Explore telecommunications customer service jobs in El Salvador with Fusion CX, and take the next step in your telecommunications support career.