Call Center Representative - Wireless Customer Care, Technical Support & Sales (Bilingual)

About the role

Fusion CX is hiring bilingual Call Center Representatives in El Salvador to support U.S. wireless customers with technical troubleshooting, billing inquiries, account adjustments and sales. The role combines technical support, customer service and sales, and requires B2-level English proficiency. It is based in San Salvador.

Key responsibilities

• Handle customer calls on wireless technical support, sales, billing and account adjustments.
• Troubleshoot voice and data connectivity issues across multiple networks and systems.
• Navigate multiple systems at once to update customer accounts and keep accurate records.
• Identify customer needs and recommend suitable wireless products and services.
• Apply consultative sales techniques to build relationships and support customer retention.
• Follow up on customer concerns until they are fully resolved.
• Stay informed about changes in technology, mobile devices and applications.
• Work toward daily and monthly sales goals, KPIs and quality standards, handling objections and presenting product recommendations.

Required profile

• B2-level English, spoken and written.
• At least 18 years old with a valid identification document.
• High school diploma completed.
• Availability for rotating morning, day and evening shifts, Sunday to Saturday, including weekends and holidays, and 100% attendance during initial training.
• Willingness to work toward sales goals in a fast-paced environment.
• Preferred: at least 1 year of call center or customer service experience, and previous experience in telecommunications or wireless support.

Required skills

• Good computer skills, including web navigation and working across multiple windows and systems.
• Functional typing skills.
• Analytical problem solving and multitasking across systems.
• Ability to explain technical steps, billing details and product recommendations clearly.