Business Mobile Technical Support Agent (Bilingual)

About the role

Support U.S. business customers in El Salvador by troubleshooting mobile connectivity, network signal, and data issues. Provide assistance with corporate mobile accounts, SIM/eSIM activation, number transfers, and international roaming.

Key responsibilities

• Diagnose and resolve mobile connectivity, coverage, signal, and data problems using structured troubleshooting processes.
• Activate and configure mobile devices, SIM cards, and eSIM services for business lines.
• Manage number transfers (port‑in and port‑out) and follow up until completion.
• Assist with international roaming setup and resolve related inquiries.
• Support IT administrators with corporate mobile accounts and multiple business lines.
• Document interactions accurately and escalate complex cases as needed.
• Meet quality, Average Handle Time (AHT), and First Contact Resolution (FCR) targets.

Required profile

• Advanced English proficiency (B2), spoken and written.
• At least 18 years old with a valid DUI.
• High school diploma completed.
• Basic understanding of smartphones (iOS and Android) and mobile networks.
• Minimum 6 months contact‑center experience, preferably in technical support or telecommunications.
• Willingness to work rotating shifts, including weekends and holidays.
• Ability to navigate multiple systems, use email and Office/Google tools, and type in English.

Required skills

• iOS and Android smartphone knowledge.
• SIM/eSIM activation and configuration.
• Mobile number porting procedures.
• International roaming setup and troubleshooting.
• Basic network connectivity diagnostics.