Job Overview

Our client is looking for a reliable and customer-focused Bilingual ISP Technical Support Specialist (After-Hours) to provide after-hours, weekend, and overflow support for residential, commercial, and government customers. In this role, you will handle customer inquiries through phone, email, and ticketing systems while ensuring service standards and performance metrics are consistently met. The ideal candidate has prior customer service or ISP experience, strong communication and problem-solving skills, and the ability to collaborate effectively with a US-based operations team across multiple time zones.

Schedule Remote, Full Time |   Monday–Friday, 8:00 a.m.–5:00 p.m. PST for the first two weeks of training. After the training period, shifts will vary and will be assigned by mutual agreement between the client and the candidate. 

Responsibilities

• Provide phone coverage for after-hours and weekend shifts.
• Manage residential, commercial, and government account inquiries.
• Troubleshoot internet connectivity and service-related issues.
• Assist with weekday overflow to maintain service levels.
• Respond to customer requests via phone, email, and ticketing systems.
• Escalate technical issues when necessary and coordinate with internal teams.
• Adhere to established company KPIs and performance metrics.
• Communicate directly with the US-based operations team.
• Maintain accurate customer records and ticket documentation.

Requirements

• Proven experience in a customer service, technical support, help desk, or ISP environment.
• Excellent verbal and written English and Spanish communication skills. 
• Previous experience supporting internet, telecommunications, or technology-related services is highly preferred.
• Strong troubleshooting and problem-solving abilities.
• Ability to work US time zones, particularly West Coast and Texas hours.
• Stable home office with high-speed internet and backup power.
• Proficiency with Google Meet, Zoom, and ticketing systems.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.