Job Overview

Our client, an established telecommunications company, is seeking a detail-oriented Bilingual Customer Service Representative (Freshdesk) for a remote role. In this position, you will answer inbound calls, manage customer ticketing in Freshdesk, and route technical inquiries to the appropriate teams. You will also handle customer account changes and offboarding tasks while assisting with basic QuickBooks data entry and accounts payable support. This role is ideal for an organized professional who thrives at combining front-line support with administrative tasks.

Schedule: Monday - Friday, 9:00 AM - 6:00 PM EST, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Answer inbound customer service calls and provide professional front-line support to callers.
• Route calls appropriately to the technical support team and relevant departments.
• Determine when customer concerns should be handled directly, documented through a support ticket, or escalated to the appropriate team.
• Create and update customer support tickets in Freshdesk and maintain accurate records of customer interactions.
• Assist customers with account changes, service requests, and general inquiries.
• Support customer account disconnects and offboarding, including following up with customers, sending required disconnect forms, tracking documentation, and coordinating number porting or service changes.
• Monitor and follow up on open tasks to ensure customer requests and operational items are completed on time.
• Use ClickUp to manage offboarding and disconnect tasks, document notes, track progress, and follow established workflows.
• Perform basic CRM updates and maintain accurate customer records in the system.
• Assist with billing-related administrative tasks and data entry as needed.
• Enter vendor invoices and credit card transactions into QuickBooks Online with a high level of accuracy.
• Assist with accounts payable-related data entry and other basic accounting and clerical tasks.
• Communicate with internal teams through Slack and other company communication tools.
• Provide general administrative and operational support to the office manager and other departments as required.
• Follow established SOPs, training manuals, and documented workflows to ensure tasks are completed consistently and accurately.

Requirements

• Prior experience in customer service, receptionist, administrative support, or a similar role.
• Strong verbal and written communication skills in English and Spanish, with a professional and customer-focused approach.
• Experience handling inbound calls, call routing, customer inquiries, and basic issue resolution.
• Proficiency with CRM or ticketing systems and basic billing software.
• Basic accounting or bookkeeping knowledge, with comfort handling numbers, invoices, and billing-related data accurately.
• Strong attention to detail, particularly when performing data entry and maintaining customer or financial records.
• Demonstrated ability to quickly learn and navigate multiple computer programs and systems.
• Ability to follow SOPs, training manuals, and step-by-step workflows.
• Ability to take detailed notes during training and use available documentation as a reference when completing tasks.
• Ability to work independently after training, with minimal supervision and without requiring frequent reminders or repeated guidance.
• Willingness to ask questions and seek clarification when needed, particularly when handling customer, billing, or operational matters.

Nice to Have

• Prior experience working with US-based clients.
• Basic familiarity with QuickBooks Online (QBO).
• Background in telecommunications, VoIP, technology, or a related industry.
• Experience with Freshdesk, Zendesk, or similar customer support and ticketing platforms.
• Experience with ClickUp or similar task and project management platforms.
• Experience with call routing systems and multi-line phone management.
• Previous experience supporting customer account changes, cancellations, disconnects, or offboarding.
• Experience performing administrative accounting tasks such as invoice entry, accounts payable data entry, or credit card transaction entry.
• Experience working remotely with limited supervision.

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.